Desktop Support Analyst

Description We are offering a unique opportunity for a Desktop Support Analyst in Chicago, Illinois. This role entails providing technical support to software users, handling support tickets, and answering technical questions. As part of our team, you will be responsible for capturing details about reported support issues, including root causes and resolutions, within the ticket management system.Responsibilities: Provide real-time support to software users who contact the Support Help Desk. Accurately capture details about reported support issues, including root cause and resolution, within the ticket management system. Respond to support phone calls from customers and handle support tickets from various sources like text messages, web submissions, and voice messages. Assist users in finding the information they are looking for and answer any technical questions they may have. Escalate higher-level issues to the appropriate tiers for resolution. Utilize your strong communication skills to interact with customers and resolve their issues. Apply your troubleshooting, problem-solving, and analytical skills to rectify customer issues. Adhere to established processes and demonstrate a fast learning ability. Utilize your familiarity with Customer Support Ticketing systems, such as Zendesk, to effectively manage customer issues. Prioritize customer service, ensuring satisfaction and feedback are handled promptly and professionally. Requirements Demonstrable experience in a Desktop Support Analyst role or similar IT support role. Excellent customer service skills with the ability to handle technical queries with patience and understanding. Proficiency in basic computer usage including operating systems, software applications, and hardware. Experience in collecting and analyzing customer feedback to improve service delivery. Proven track record in achieving high customer satisfaction measurements. Strong technical support skills with the ability to troubleshoot hardware, software, and network issues. Excellent communication skills, both written and verbal. Ability to work well as part of a team and independently when required. Strong problem-solving skills and the ability to think logically. Relevant certifications or qualifications in IT or a related field would be advantageous. Willingness to keep up to date with the latest technologies and IT solutions. Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .