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National Express Help Desk Coordinator in Lisle, Illinois


National Express LLC (NELLC) is the North American subsidiary of

National Express Group, PLC, one of the premier transportation firms in the

United Kingdom. We operate across 34 states and three provinces. All

organizations share a strong commitment to provide the highest level of

transportation safety, quality transportation, outstanding customer service and

positive employee relations. National Express School (NEXS) operates more than

22,500 school buses, serves more than 550 school districts in 31 states and

three provinces, and transports more than 1.3 million students on a daily

basis. National Express Transit (NEXT) operations transport more than 22

million passengers annually with more than 2,800 vehicles. National Express

Shuttle (WeDriveU) serves more than nine million corporate and university

passengers annually. NELLC’s corporate headquarters, located in Lisle,

Illinois, houses the administrative and corporate support functions for the

organization. Our 290 local customer service centers (CSCs) are supported by

regional operations teams located throughout North America. Learn more at

National Express LLC is currently

seeking a Help Desk Analyst to work from our corporate office in Lisle,

Illinois. This position reports directly to the Help Desk Manager and is

responsible for serving as the first point of contact for employees requesting

IT assistance with computers, laptops, phones, PDAs, account administration,

user configuration, software, peripherals, etc. This includes receiving,

prioritizing, documenting, and actively resolving Tier 1 end user requests and

escalating incidents when appropriate and necessary to maintain Service Level

Agreement expectations. Problem resolution may involve the use of diagnostic

and helpdesk tracking tools. In addition, this position requires providing

in-person desktop level support.

Position Responsibilities Include:

  • Recording user service requests in

ticketing system according to incident management process

  • Fulfilling user requests for help

desk service with respect to desktop / laptop technology, phones, USB devices,

wireless services, CD/DVD, other desktop / laptop connected devices, etc.

  • Performing account administration

  • Assigning or escalating problems and

requests to appropriate Tier 2 resources

  • Creating user documentation to

assist users with routine use and resolution scenarios

  • Providing direct guidance and

instruction to users to resolve computer problems and to assist the user with

the use of computers and applications

  • Assisting desktop support, Tier 2,

and Tier 3 resources with problem resolution; implementing solutions provided

by others to solve escalated problems as necessary

  • Performing issue follow-up with

users and other technical resources to ensure problem resolution and timely

close out of tickets

  • Developing instruction sheets and

FAQ lists for end users

  • Documenting problem identification,

symptoms, diagnosis, and resolution steps in ticketing system or other document

sources as required

  • Alerting management to emerging

trends in incidents

  • Communicating NELLC policies and



PositionRequirements Include:

  • BS/BA Degree in Computer Science,

Engineering, Business or equivalent

  • 4 or more years of experience in a

distributed help desk environment

  • Experience with AD account creation

and administration

  • Experience with a variety of

computers / laptop models and peripherals

  • Experience with remote

administration tools and techniques

  • Demonstrated ability to quickly

learn new applications and technologies

  • Advanced working knowledge of

computer software packages including the Microsoft Office Suite as well as

demonstrated understanding of operating systems, relational database design and

operation, query tools, reporting tools, and decision support tools

  • Exceptional interpersonal skills

with a focus on rapport-building, listening, and questioning skills

  • Excellent verbal and written communication


  • Ability to effectively prioritize

and execute tasks in a high-pressure environment

  • Self-motivated with an energetic


Job: Information Technology

Primary Location: United States-Illinois-Lisle-US Headoffice

Organization United States Bus

Schedule Full-time

Employee Status Regular

Job Shift Day Job

Travel No

Req ID: 201607