Service Desk Analyst

Halo Group is a premier provider of IT talent. We place technology experts within
the teams of the world’s leading companies to help them build innovative
businesses that keep them one step closer to their customers and one step
ahead of the competition. We offer a meaningful work environment for
employees, attractive and interesting engagements for consultants, and cutting-edge
digital innovation for our customers.

We delight in helping our customers execute their digital vision. Big projects or
small, Halo Group knows that by combining the highest quality talent with our
unwavering support, we will become an invaluable extension of the team. Halo
Group's experienced consultants in Detroit, Atlanta and Dallas specialize in all
areas of product/project governance, UX/UI, multi-platform applications, quality
assurance/testing, cloud computing, and data analytics.

Since its inception, Halo Group has been recognized for numerous awards, including:

• INC 5000
• Future 50
• 101 Best and Brightest
• Michigan 50 Companies to Watch

- Goldline Research - “Most Dependable Companies”
- Ernst & Young - “Entrepreneur of the Year” Finalist

Job Description:
Currently has an exciting career opportunity for a highly motivated Service Desk Analyst, who will be a member of our Global Service Desk team located in our Glenview, IL office. The successful candidate will be highly motivated with a solid technical support background, great communication and customer service skills, quick learner, and ability to multi-task and solve computing or communication issues. They will provide critical I/S Service Desk functions i.e. password resets, coordination with LAN (desktop support), and application support for all business users. Individual will be responsible for logging all Service Desk incidents, problems and requests using a common ITSM tracking tool.

The ideal candidate will have a minimum of two years experience in a corporate Service Desk role; a strong background with PC systems running Windows 7 or greater; proven experience with Microsoft Office 365, and familiarity with Lotus Notes. Microsoft Specialist, MTA or MCSA helpful but not required. Must possess above average troubleshooting, organizational, verbal and written skills.

Responsibilities Include:

• Provides basic Level 1 and Level 2 phone support for incidents (problem/issues) or service requests related to hardware, software, mobile devices, network/mainframe connectivity and application support to Anixter employees
• Fields tickets that come via phone or emails
• Records incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd Level support.
• Troubleshoots and resolves incidents and/or escalates to Level 2 support and Subject Matter Experts.
• Facilitates closure of tickets/service request while meeting or exceeding defined service level expectations.
• Follows-through with users incident tickets from assignment to resolution
• Sets a positive, supportive tone with user; creating a positive customer satisfaction relationship
• Contributes and maintains accurate documentation to provide consistent solutions to Anixter employees
• Completes assigned administrative projects (i.e. testing and other project related tasks)
• Other duties as assigned

Requirements:

• Excellent teamwork working within a global team
• Excellent communications and interpersonal skills; professional telephone demeanor
• Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction
• Strong customer service skills and attention to detail
• Hardware and software support for both desktop/laptop computers and printers
• Follows company standards hardware and software configurations
• ITIL knowledge preferred or certification is a plus
• MS Office (Word, PowerPoint, Excel) skills is a plus
• Bi-lingual skills (Spanish) Preferred but not required
• Ability to accommodate work schedule changes including overtime as business requires, and rotating backup support during any global holiday