Service Desk Analyst

Overview

WHO WE ARE : Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.

Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers' most pressing challenges.

When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

For more information regarding DEI at Beyondsoft, please visit https : / / www.beyondsoft.com / diversity / .

Additional requirements

For remote positions, all candidates must complete a video screen with our corporate recruiting team.

Responsibilities

• Provide exceptional customer service to remote users over the phone using remote desktop tools to resolve incidents immediately and expedite fulfilment of requests.
• Provide remote support over the phone using remote desktop tools.
• Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices.
• Ability to triage tickets and troubleshoot independently.
• Install and support desktop software for corporate laptops.
• Assist with the onboarding and offboarding process. Provision / deprovision user accounts and application access. Create and maintain laptop images.
• Document and resolve all tickets in a timely manner, adhering to established SLAs.
• Interact with vendor support to resolve technical problems with hardware and / or software.
• Create and maintain internal IT knowledge base articles to document procedures.
• Create end user documentation ("How To", "FAQ").

Qualifications

Work details

Work Hours : The standard shift is 8 : 00 AM – 5 : 00 PM (with a 1-hour break). However, the role also requires flexibility to work the afternoon shift (1 : 00 PM – 10 : 00 PM with a 1-hour break) for up to two weeks each month, depending on team needs.

Location : This is a full-time on-site role based in Schaumburg, Illinois. We are seeking candidates who are comfortable with a long-term daily commute to this location.

Benefits

WHAT WE HAVE TO OFFER :

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.

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