IT Service Desk Analyst

$52,000 - $52,000/Yr

Data-Core Systems - Wayne, PA

Full-time - Entry Level

Wayne, PA

Professional, Scientific, and Technical Services

About the position

The IT Service Desk Analyst role involves providing technical support and assistance to customers through various communication channels. The analyst is responsible for resolving issues, mentoring junior staff, and managing customer communications throughout the resolution process. This position requires a strong focus on customer service and technical expertise in hardware and software support.

Responsibilities

• Engage the customer base through detailed intake of calls into the service desk via phone, email, walk-up, and self-service portal.
• Resolve issues immediately when possible and escalate to the appropriate Service Team when necessary.
• Mentor junior staff and assist in their development.
• Act as a point of escalation for issues.
• Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
• Create and review IT knowledge articles for the end user support portal and support the portal actively.
• Contact customers to gather required data to facilitate resolution of customer issues/requests and maintain communication throughout the resolution process.
• Manage communications to the IT customer base regarding incidents, problems, and outages.

Requirements

• 2 years experience in imaging, configuring, deploying, and troubleshooting hardware (PC and iOS devices).
• 3-5 years' Service Desk/Technical Support experience.
• 1-2 years of junior management experience.
• Bachelor's Degree or equivalent experience.
• Experience with handling and proper routing of ITSM call tickets and call resolution.

Nice-to-haves

• Fluent in speaking and writing in English (Multi-lingual Portuguese a plus).
• Customer focused and detail oriented.
• Highly organized and outgoing.
• Flexible and adaptable to a fast-paced environment.
• Able to communicate effectively (orally and written).
• Quality-driven and results-oriented.

Benefits

• 401(k) matching
• Life insurance
• Retirement plan