Service Desk Analyst

Job Description

Job Description

Service Desk Analyst

Location : Wayne, PA → 100% on-site

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

Qualifications

What Success Looks Like :

Additional Details :

Juno is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state or local law. The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. It’s expected that all employees are aware of this policy and that they create an environment that’s sensitive and respectful to all individuals.

junosearchpartners.com 1