Forbes Technical Consulting
Overview
Help Desk Analyst Level 1
Chicago, IL 6+ month contract Contact: Mary at mnugent@forbestc.com Responsibilities Consistently deliver excellent customer service as first level telephone and multi-media contact support methods Customer focused first point of contact for any and all IT Support For any non owned applications or infrastructures, direct colleagues to their appropriate vendor or third party support Provide initial software, hardware, and networking troubleshooting for Hyatt-owned applications Handle Password Resets for company-owned applications Properly document incidents/requests in ticketing system (ServiceNow) Triaged tickets to appropriate support groups, including proper escalation of Major Incidents Work with Senior Agents and Level 2 to escalate to appropriate support groups Clearly document all interactions, troubleshooting steps, and resolutions within ticketing system (ServiceNow) Act as a single point of contact and take ownership and responsibility of issues from start through to resolution Use problem solving skills to troubleshoot problems or situations and think abstractly to solve them
Required Skills
Minimum of 1 2 years of technical support experience providing support for MS Office, MS Exchange, MS Windows, and general networking Exceptional verbal and interpersonal skills; excellent written and organizational skills Adaptable and able to thrive in a demanding, fast moving, and customer-focused environment Ability to maintain confidentiality with information or items as required Bachelor's Degree is required
Preferred Skills
Familiarity with the fundamental principles of ITIL is a plus, but not mandatory Fluency in Spanish is highly recommended, as well as other languages
Job details
Seniority level: Entry level Employment type: Contract Job function: Information Technology Industries: Hospitality
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Help Desk Analyst Level 1
Chicago, IL 6+ month contract Contact: Mary at mnugent@forbestc.com Responsibilities Consistently deliver excellent customer service as first level telephone and multi-media contact support methods Customer focused first point of contact for any and all IT Support For any non owned applications or infrastructures, direct colleagues to their appropriate vendor or third party support Provide initial software, hardware, and networking troubleshooting for Hyatt-owned applications Handle Password Resets for company-owned applications Properly document incidents/requests in ticketing system (ServiceNow) Triaged tickets to appropriate support groups, including proper escalation of Major Incidents Work with Senior Agents and Level 2 to escalate to appropriate support groups Clearly document all interactions, troubleshooting steps, and resolutions within ticketing system (ServiceNow) Act as a single point of contact and take ownership and responsibility of issues from start through to resolution Use problem solving skills to troubleshoot problems or situations and think abstractly to solve them
Required Skills
Minimum of 1 2 years of technical support experience providing support for MS Office, MS Exchange, MS Windows, and general networking Exceptional verbal and interpersonal skills; excellent written and organizational skills Adaptable and able to thrive in a demanding, fast moving, and customer-focused environment Ability to maintain confidentiality with information or items as required Bachelor's Degree is required
Preferred Skills
Familiarity with the fundamental principles of ITIL is a plus, but not mandatory Fluency in Spanish is highly recommended, as well as other languages
Job details
Seniority level: Entry level Employment type: Contract Job function: Information Technology Industries: Hospitality
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