Help Desk Analyst III

Vomela Service Desk Analyst Level 3Vomela 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.