Duff & Phelps Analyst, Business Publishing Product Support in Chicago, Illinois

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/ada/r/jobs/5666222 At Duff & Phelps, we stand for the qualities that power sound decisions. And we believe that behind every good decision, you'll find solid thinking, proven experience and valuable insight. But all the numbers and facts in the world mean nothing without a top team of professionals to make sense of them all.That's whereYOUcome in - provided you're incisive, entrepreneurial and up for a challenge. We offer an environment where your talent and perspective matter - where you can make a real impact. A true partner within the business, our IT team works globally as one cohesive unit comprised of collaborative professionals who take pride in support and customer service. Core areas include solutions delivery and application development, network operations, workforce services and information services/knowledge management. Join our team and together we'll power the sound decisions that enhance value - yours and ours. Responsibilities:


+ Provide Level 2 technical support services, for internal & external USA customers using a web based product



+ Provide technical expertise and end-user support in the areas of Microsoft Windows platform (Windows 10), and Microsoft Office Suite 2016 in relation to a web based application



+ Provide onsite, phone, and remote product support



+ Tenacious logging of support requests and timely resolution or escalation to specialized support teams



+ Review support requests and respond to end-users appropriately and within established SLA and OLA standards; and resolve such requests tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution (FCR)



+ Ability to follow and improve ongoing product procedure documents and Knowledge Base



+ Provide after-hours support as necessary for select top-level clients



+ Troubleshoot, research and resolve escalated technical problems and incidents



+ Act as product point-of-contact for the client



+ Ability to work on projects and meet timelines a necessary



+ Minor traveling to customer offices may be required



+ Coordinate training for help desk team on 1 st level product support


Requirements:


+ Microsoft and ITIL certifications are a plus



+ Previous experience in an Information Technology or technical product management function



+ Ability to communicate and to interact effectively with co-workers and customers is required.



+ Experience of working in an ITIL based product support workflow



+ Ability to read, analyze, and interpret professional journals and technical procedures.



+ Ability to communicate effectively both orally, and in correct grammar writing, via weekly reports.



+ Fluent in speaking, writing, and reading, English language



+ An active interest and passion for IT, besides regular office hours



+ Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly



+ Experience with creating standards and documentation



+ Extensive knowledge and experience with Windows based technologies including:



+ Windows OS ( 7 - 10)



+ Microsoft Office Suite Applications



+ Outstanding web based application troubleshooting skills



+ Working knowledge of industry standard ticketing systems like Microsoft Service Manager



+ Ability to work both independently or as part of a project roup, with time constraints



+ Strongly customer service oriented; organizational and communication skills, positive and can-do attitude


In order to be considered for a position at Duff & Phelps, you must formally apply via www.duffandphelps.jobs . A technical troubleshooting and prioritization skills test will be part of the interview process Duff & Phelps is committed to providing equal opportunities in employment. We will not discriminate between applications for reason of gender, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability. Duff & Phelps - Powering Sound Decisions. VEVRAA Federal ContractorRequest Priority Protected Veteran ReferralsEOE -Veteran /Disabled/Minority/AA/F/M/SO