ServiceDeskEngineer

This job is located at 814 Commerce Drive, Oak Brook, IL 60523 PLS® Overview: Why PLS? Because You Deserve Better!® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents. Position Overview: The primary objective of the Service Desk Engineer is to provide first contact resolution to critical issues/concerns received via phone call or email-generated ticket. This will be achieved by troubleshooting, diagnosing and resolving problems at first point of contact or escalating issues as necessary. The Service Desk Engineer will remain the main point of contact with the customer, maintaining ownership of the original issue and acting as liaison between the Customer and Service Teams until resolution. This is a demanding support position, requiring excellent customer service skills, technical troubleshooting aptitude and the ability to articulate solutions clearly and confidently to end users of varying skill levels. Job Responsibilities: Utilize discretionary trouble shooting methods to identify resolutions within specified SLA (Service Level Agreement) timeframe Provide incident resolution in a professional, courteous manner, using phone, email and remote tools Log incidents, categorizing and pr