Corporate Service Desk Analyst - ITW

Since its founding more than 100 years ago, ITW has become one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. We place a high premium on the development of innovative solutions–most of which are developed in tandem with our customers. And we continue to ensure that our customers receive timely, cost-effective service for the innovative products we provide.

ITW’s differentiated business model is composed of a set of unique core capabilities: our proprietary 80/20 business process, customer-back innovation, and our well-known decentralized entrepreneurial culture. These capabilities are unmistakably ITW—and key to our longevity and strong performance.

ITW’s products and solutions are at work all over the world, in deep-sea oil rigs, aerospace technology, bridges and wind turbines, healthcare, the spaces in which we live and work, the cars we drive, and the mobile devices we rely on. We are never, whether we know it or not, more than a few steps from an innovative ITW solution.

Today, ITW (NYSE: ITW) is a Fortune 200 company that employs nearly 45,000 people with operations in 51 countries with headquarters in Glenview, IL. Our campus includes a fitness center at no cost to the employees, a cafe, outdoor volleyball courts, walking trails around the facility, employee resource groups, corporate discounts, dry cleaning services, covered/outdoor parking, and much more.  We are just a block away from the nearest Metra station, and it is a quick 20-minute train ride to downtown Chicago, museums, lakefront, and other activities.

More details on our benefits can be found on our website at https://www.itw.com/careers/benefits-compensation/

The Corporate Service Desk Analyst’s role is to respond to service requests to enable end users the ability to accomplish business tasks. The analyst will respond to requests for systems assistance via phone or electronically; document, track and monitor problems to ensure timely resolution; diagnose and resolve business process and system issues; research questions using available information resources; advise users on appropriate action; follow standard help desk procedures; log all help desk interactions; redirect problems to appropriate resource (escalating ticket to Tier 2 as needed); identify and escalate situations requiring urgent attention; and track/route issues/requests and document resolutions.

Responsibilities:

• Field incoming requests to the Service Desk via telephone, walkup, and e-mail to ensure courteous, timely, and effective resolution of end-user issues.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule incident requests. Escalate incidents (when required) to the appropriately experienced technician or team.
• Record, track, and document the service desk request incident-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform user account administration including password resets and profile changes.
• Perform Office 365 account licensing administration.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to service requests.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and rollouts and communication to the end users.
• Support the Executives with software and hardware issues, deploying devices.
• Set up and support Executive Meetings
• Other duties assigned by manager.

• A college diploma or university degree in the field of Computer Science and/or Information Technology or 1-3 years of equivalent work experience.
• Knowledge of basic computer hardware, including laptops and desktops.
• Experience with Windows operating systems and Active Directory preferred.
• Must be willing to participate in work hour rotation schedule during business hours of 7am – 5 pm Central Time
• Due to the nature of work tasks, it is expected that this role will be fully onsite at ITW’s Glenview, IL location.

Personal Attributes

• Experience working in a team-oriented, collaborative environment.
• Exceptional customer service orientation.
• Self-starter
• Ability to conduct research into a wide range of computing issues as required.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Excellent organizational and time management skills.
• Keen attention to detail.
• Exceptional analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Illinois Tool Works Inc. (“ITW” or “the Company”) is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email corp_accessibility@itw.com to request assistance. No other requests will be acknowledged.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.