Service Desk Analyst I - Market A - LOCAL to Wayne PA ONLY - 473

Innova Solutions is immediately hiring a Service Desk Analyst.

Position type : Full-time- Contract

Duration : 12+ Months (possible extension or conversion)

Location : Wayne, PA 19087

As a Service Desk Analyst, you will :

Job Description :

The ideal candidate will have :

• Engage customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk up and self-service portal).
• Appropriate 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

Essentials :

• 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.

Competencies :

• 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

Thank you!

Talat

Associate Recruitment

PAY RANGE AND BENEFITS :

Pay Range* : $30 / hr - $33 / hr.

Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits : Innova Solutions offers benefits( based on eligibility) that include the following : Medical & pharmacy coverage, Dental / vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).