Service Desk Analyst


222 W Adams St, 11th Floor
Chicago, Illinois, 60606
United States

West Monroe isn’t a start-up consulting firm, but we act like one. From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers. What does this mean? It means we seek out the best of the best, and then we challenge them to make us better. If you are looking to be a “behind the scenes” technologist, this isn’t the place for you. We celebrate driven professionals who thrive in a collaborative environment. Our consultants work on front lines – partnering with clients to deliver game changing solutions in the most dynamic industries. Sound interesting? Then West Monroe Partners just might be the place for you.

Think you’re up to the challenge?

West Monroe Partners is currently seeking a Service Desk Analyst to work within their Performance Services practice. This position will be responsible for managing and answering support calls for West Monroe Partners’ outsourcing clients. This position’s primary responsibility will be the first point of contact for West Monroe Partners’ clients IT questions and issues. The role will also serve as an internal escalation point for help desk technicians requiring more advanced support. The Service Desk Analyst is expected to be able to assist with desktop, mobile, and application troubleshooting including but not limited to Windows 7, Active Directory, Microsoft Office, Microsoft Outlook/Exchange, Citrix, VoIP telephony, and other business applications.

We need someone who has real world experience with: 

  • Thoroughly and accurately understanding issues and analyzing problems in a systemic fashion.
  • Analyzing each specific request and determining the underlying problem and recommending proper solutions.
  • Understanding and executing standard escalation procedures with tier two support.
  • Strong communication skills to be able to work with employees and assist non-technical users with troubleshooting remotely.
  • Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, and Active Directory.
  • General issues resolution for Exchange, BES, Citrix, networking and other more advanced pieces of infrastructure.

What else do you need to bring to the table?

  • Excellent organizational, verbal and written communication skills
  • Bachelors degree or equivalent
  • Efficiently manage multiple tasks
  • Contribute in a fast-paced, team-oriented environment
  • Possess strong problem solving and analytical skills
  • Exhibit excellent leadership, communication, interpersonal and organization skills
  • Upbeat, friendly, motivated and ready to help contribute to our team Microsoft (MCP, MCSA) certifications preferred

West Monroe Partners is an Equal Employment Opportunity Employer –
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.