Job Description
Job DescriptionWe are looking for a skilled Desktop Support Analyst to join our team in Chicago, Illinois. In this long-term contract role, you will provide technical assistance to users, ensuring smooth operations and efficient problem resolution. This is an excellent opportunity for individuals with strong communication skills and a passion for delivering exceptional support.
Responsibilities:
• Record detailed information about reported issues, including root cause analysis and resolutions, in the ticket management system.
• Respond to and manage support tickets submitted through various channels, such as text messages, web portals, and phone calls.
• Assist users in locating information and resolving technical inquiries effectively.
• Provide timely troubleshooting for hardware, software, and connectivity problems.
• Adhere to established processes and workflows to ensure consistent support delivery.
• Collaborate with team members to identify patterns in recurring issues and contribute to long-term solutions.
• Maintain a high level of client satisfaction by addressing concerns promptly and professionally.
• Utilize customer support tools, such as Zendesk, to track and manage service requests.
• Deliver technical guidance to users with varying levels of expertise.
• Stay updated on system changes and enhancements to provide accurate support.• Strong written and verbal communication skills.
• A client-focused mindset with a commitment to delivering excellent service.
• Proficiency in troubleshooting and analytical problem-solving.
• Ability to quickly learn and adapt to new processes.
• Familiarity with customer support ticketing systems, such as Zendesk.
• Basic computer skills and experience with customer feedback and satisfaction measurement.
• Previous experience in technical support or a related field.
• Ability to work independently and collaboratively in a fast-paced environment.