Senior Analyst - IT Service Desk

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Job Summary

The IT Support Analyst provides high-quality customer service to the client, responding to requests and issues accurately and promptly. The role requires detailed and in-depth knowledge of the client applications including use of software or infrastructure components. Work may include assistance with access requests, financial processing, work order management, project management, and related software. Responsibilities vary by client but may include security administration, troubleshooting software, providing guidance to the user base, and working with client support teams to address technical issues. IT Support Analysts will have direct interaction with 2nd /3rd level technical teams, the client user base and others.

Essential Job Functions:

• Support multiple proprietary web-based applications
• Log Service Requests and Incidents accurately and timely
• Provides first line investigation and diagnosis of incidents and requests
• Troubleshoot moderate to complex issues and requests as they relate to client technologies
• Troubleshoot the cause of problems and act to prevent problems from recurring
• Resolve issues in the prescribed time limits otherwise escalate to appropriate level 2 personnel and follow standard operating procedures as agreed upon with the client regarding ticket ownership
• Participate in Continual Service Improvement in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
• Help to maintain the Knowledge Base by documenting known errors, workarounds, procedures, and application specific information
• Report statuses, issues, and timelines to management staff for critical issues being worked
• Provide coverage via all modes of communication: telephone, chat, e-mail or other methods as required
• Participate in required training for both technical and interpersonal skill

Position Requirements:

• Previous IT call center experience
• Strong English - written and verbal
• Familiarity with Microsoft Office a SharePoint
• Solid working knowledge of the Windows operating system
• Excellent communication skills, both written and oral
• Superior problem solving and troubleshooting skills
• Bachelor's Degree

Location:

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements. We're interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you'repursuing.

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Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page I want to work for JLL.