Client Support Service Desk Analyst at Ensono

| West Suburbs
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Provides first level support/initial point of contact for Ensono's associates and/or external clients' regarding computer and network related incidents, requests or issues. Captures and documents relevant information through online tracking system, prioritizes issues and investigates solutions. Provides immediate resolution if possible or assigns issue to the next level of support. Keeps requested party updated on issue status.
 

JOB ROLE SUMMARY

As part of the Service Desk team you’ll be an invaluable first point of contact for our clients.  

The team is responsible for proactively maintaining and enhancing the service we deliver to our clients, by effectively monitoring and responding to client alerts using our in-house Incident Management tool.  
 
You will achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career.  

Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal - ‘Ensono University’, you will be supported by both internal and external training.  

Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer – Level 1 position. 

 

Shift Timings:

Back End Day Shift :Thurs-Sat (0630-1900 CST), Alternate Wednesdays (1030-1900 CST)

 

Key Responsibilities:

·         Respond to client issues received by telephone, voice mail, e-mail and via the customer portal 

·         Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines 

·         Manage and complete scheduled tasks on time 

·         Ensure effective client communications take place 

·         Ensure the effective assignment and escalation of incidents to engineers where appropriate 

·         Advise the Team Lead of emerging issues 

·         To adhere to ITIL framework processes 

·         Share information across your team and department 

·         Contribute documentation to the shared knowledge base 

·         Update, edit and remove client contacts from internal systems when necessary (KA articles) 

·         Investigate and resolve event calls or incidents with a pre-defined reaction process 

 

Knowledge:

·         Basic technical awareness of IT infrastructure and the architectures deployed within Ensono solutions 

·         Knowledge of the ITIL framework and its function in IT is desirable but not essential 

·         Knowledge of a call management system and its function is desirable but not essential 


Skills:

·         Excellent customer service skills 

·         Excellent demonstrable written and verbal English communication skills 

·         Able to communicate in groups with confidence and conviction 

·         Ability to multi-task and work well under pressure 

·         Ability to be receptive to feedback, willing to learn and embrace continuous improvement 

·         Good team working skills are essential 

 

Experience:
·         Previous experience in a customer service role 

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RLanguages
    • SqlLanguages
    • AzureLanguages
    • AWSLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • AWSFrameworks

Location

Our HQ is 22 miles from the Loop; near Belmont station, BNSF line. Plenty of places to eat & shop! 2nd office is in downtown Chicago on Madison Ave.

An Insider's view of Ensono

What’s the vibe like in the office?

I find the culture to be very open and collaborative. One can be on a call with a customer and ask your technical resource across from you a specific question or run into our CEO in the hallway while grabbing a cup of coffee. We allow feedback to be given and changes to be heard. Leadership constantly finds ways to make it an exciting workplace

Bailey Cahill

Senior Manager - Partner & Alliances

What does your typical day look like?

A typical day in our Full Stack DevOps world is collaborative, affords room for creative problem-solving, offers unique opportunities and challenges. Our work involves using cloud technologies to solve application’s needs, research datalake technologies and architect to process large amounts of performance data. We also lay 6 man variation of ping

Jake Frazier-Flores

Software Engineer

What are Ensono Perks + Benefits

Ensono Benefits Overview

Benefits include - generous maternity and paternity leave, generous paid days off and company paid holidays. Sabbatical, adoption, compassion and bereavement leave days, adoption assistance and flexible spending account. Healthcare and 401K eligibility on 1st day of work. Paid volunteer days.

Wellness programs - designed to help us be our best! Fitness week, Virgin Pulse® platform, wellness plans for credits and discounts on medical plan contributions.

Fun ergonomic workplace - free snacks, onsite gym & trainer, yoga classes, Beer O'Clock days.

Culture
Volunteer in local community
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Beer O' Cart every month!
Casual Dress
Game Room
Stocked Kitchen
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Onsite gym available!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within

Additional Perks + Benefits

15 options for coffee and chocolate drinks (its a coffee machine with an IP address after all!) Also, Starbucks machine with chai latte counts, right? And then after the free snacks and all the hot chocolate - get some steps in while checking your emails in our fitness center. We have associate discounts on various products and services locally and nationally.

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