25 Oct
Service Desk Analyst
Pennsylvania, Reading , 19601 Reading USA

Vacancy expired!

We are looking for candidates for the following direct client position. If you are interested in below position, please forward your updated resume and rate requirement. If you are not interested but know someone who might be, please feel free to forward this email.Job Title: Service Desk Analyst Location: Reading, PADuration: Duration: Full time/permanentResponsibilities:Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously into the ticketing system.Monitor tickets generated by Network Management Systems for critical network problems; perform first-level troubleshooting to diagnose issues and escalate to the appropriate provider.Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.Provide exceptional customer service to all clients.Proactively support and maintain effective user relationships by educating clients on system operations and applications.Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to customers.Submit accurate, innovative resolutions to internal and customer knowledge base.Absorb feedback from management and from the Quality Assurance Program and monthly agent scorecards.Actively participate in the continuous improvement model; strengthening skills and working on areas of opportunity.Keep an open mind, positive attitude, and contribute to team camaraderie to effectively meet goals and expectations.Qualifications:Associates Degree from college or technical school preferred. Equivalent technical experience also considered in lieu of education.A+ or similar certification preferred.One year of phone-based customer service experience preferred.Excellent oral, organizational, typing, and written communication skills.Working knowledge of PC’s, operating systems, applications, networks, and hardware concepts.Good analytical and problem-solving skills.Ability to work effectively both independently and with others to achieve team goals.Strong work ethic.

Vacancy expired!


Related jobs

Report job