What are the responsibilities and job description for the Service Desk Analyst I position at ICONMA?
Our Financial client is looking for Service Desk Analyst I in Wayne, PA who provides value-added front-line support to IT customer base through the service desk to ensure continuity of business.
Description:
Proactively identifies problem trends and raises them via designated processes.
Participates in the end user communication process by providing information on incidents and issues to the organization.
Actively engages other service delivery teams to ensure resolution of incoming customer issues that cannot be resolved within the Service Desk. This role is a member of a global team supporting multiple countries throughout the Americas region of client (N. America & S. America).
Roles & Responsibilities:
Engage customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk up and self-service portal). Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (Service Delivery, Production Support, etc).
Mentors junior staff and assists in their development. Acts as a point of escalation for issues.
1-2 years junior management experience
Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
Create/Review IT knowledge articles for end user support portal and play active role in supporting the portal.
Contacts customers to gather all required data to facilitate resolution of customer issues/requests and responsible to maintain customer communication throughout the resolution process.
When necessary manage the communications out to the IT customer base regarding incident/problems and outages
Do you have:
2 years’ experience Imaging, Configuring, Deploying and Troubleshooting hardware (PC and iOS devices)
3-5 years’ Service Desk/Technical Support experience
Excellent customer service skills (via phone and face to face)
Excellent communication skills (both verbal as well as written)
Meticulous attention to detail
Bachelor’s Degree or equivalent experience
Fluent speaking and writing in English (Multi-lingual Portuguese a plus)
Experience with handling and proper routing of ITSM call tickets, call resolution, transition of calls to proper service area when appropriate.
Are you:
Customer Focused
Detail Oriented
Highly organized
Outgoing
Flexible/Adaptable
Able to communicate effectively (orally and written)
Quality driven and results oriented and ready to go above and beyond to deliver results
Able to work in a very fast-paced open environment.
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws
Description:
Proactively identifies problem trends and raises them via designated processes.
Participates in the end user communication process by providing information on incidents and issues to the organization.
Actively engages other service delivery teams to ensure resolution of incoming customer issues that cannot be resolved within the Service Desk. This role is a member of a global team supporting multiple countries throughout the Americas region of client (N. America & S. America).
Roles & Responsibilities:
Engage customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk up and self-service portal). Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (Service Delivery, Production Support, etc).
Mentors junior staff and assists in their development. Acts as a point of escalation for issues.
1-2 years junior management experience
Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
Create/Review IT knowledge articles for end user support portal and play active role in supporting the portal.
Contacts customers to gather all required data to facilitate resolution of customer issues/requests and responsible to maintain customer communication throughout the resolution process.
When necessary manage the communications out to the IT customer base regarding incident/problems and outages
Do you have:
2 years’ experience Imaging, Configuring, Deploying and Troubleshooting hardware (PC and iOS devices)
3-5 years’ Service Desk/Technical Support experience
Excellent customer service skills (via phone and face to face)
Excellent communication skills (both verbal as well as written)
Meticulous attention to detail
Bachelor’s Degree or equivalent experience
Fluent speaking and writing in English (Multi-lingual Portuguese a plus)
Experience with handling and proper routing of ITSM call tickets, call resolution, transition of calls to proper service area when appropriate.
Are you:
Customer Focused
Detail Oriented
Highly organized
Outgoing
Flexible/Adaptable
Able to communicate effectively (orally and written)
Quality driven and results oriented and ready to go above and beyond to deliver results
Able to work in a very fast-paced open environment.
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws
