Service Desk Analyst III

Vomela Service Desk Analyst Level 3

Vomela has an on-site Service Desk Analyst Level 3 opportunity in our IT Operations Team out of our Elk Grove Village, IL and Franklin Park, IL locations. We are seeking qualified individuals with 3+ years of Service Desk experience looking to further develop their IT skill set.

What You'll Do...

• Service desk analyst receives and handles requests for on-site and remote service, following agreed procedures.
• Logs incidents and service requests and maintains relevant records.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates knowledgebase for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• During change, acts systematically to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
• Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
• Maintains or creates records in knowledgebase, informs users about the process, and advises relevant persons of actions taken.
• Assists with employee onboarding and offboarding tasks.
• Other duties and projects as assigned.

Salary Range: $60,000 - $70,000 USD