Corporate Service Desk Analyst

Company Description

Today, ITW (NYSE: ITW) is a Fortune 260 company that employs nearly 46,000 people with operations in 51 countries. ITW has become one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses.

The ITW campus includes a fitness center (Peloton bikes) at no cost to the employees, a subsidized wellness café, outdoor volleyball courts, a walking trail, employee resource groups, corporate discounts, free parking, and much more. We are a one block walk to the nearest Metra station for the Milwaukee North line, and it is a quick train ride to/from downtown Chicago.

More details on our benefits can be found on our website at https://www.itw.com/careers/benefits-compensation/

Job Description

The Corporate Service Desk Analyst’s role is to respond to service requests to enable end users the ability to accomplish business tasks. The analyst will respond to requests for systems assistance via phone or electronically; document, track and monitor problems to ensure timely resolution; diagnose and resolve business process and system issues; research questions using available information resources; advise user on appropriate action; follow standard help desk procedures; log all help desk interactions; redirect problems to appropriate resource (escalating ticket to Tier 2 as needed); identify and escalate situations requiring urgent attention; and track/route issues/requests and document resolutions.

Responsibilities:

• Field incoming requests to the Service Desk via telephone, walkup, and e-mail to ensure courteous, timely and effective resolution of end-user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule incident requests. Escalate incidents (when required) to the appropriately experienced technician or team.
• Record, track and document the service desk request incident-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform user account administration including password resets, and profile changes.
• Perform Office 365 account licensing administration.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to service requests.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs and communication to the end users.
• Support the Executives with software and hardware issues, deploying devices.
• Set up and support Executive Meetings

Qualifications

• A college diploma or university degree in the field of Computer Science and/or Information Technology or 1-3 years of equivalent work experience.
• Knowledge of basic computer hardware, including laptops and desktops.
• Experience with Windows operating systems and Active Directory preferred.

Personal Attributes

• Experience working in a team-oriented, collaborative environment.
• Exceptional customer service orientation.
• Self-starter
• Ability to conduct research into a wide range of computing issues as required.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Excellent organizational and time management skills.
• Keen attention to detail.
• Exceptional analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must be willing to participate in work hour rotation schedule during business hours of 7am – 4:30 pm Central Time
• Due to the nature of work tasks, it is expected that this role will be onsite at ITW’s Glenview, IL location.

Additional Information

Illinois Tool Works Inc. (“ITW” or “the Company”) is an equal employment opportunity employer. All qualified applicants will receive consid