Service Desk Analyst
3 months ago
FirstPRO is now accepting resumes for a Service Desk Analyst for our client located in Blue Bell, PA. As a Technical Support Specialist, you will be responsible for receiving, documenting, and resolving client requests of level 2+ within defined Service Level Agreements. Most issues will be addressed remotely over the phone, and you will also support client-specific applications as per the agreed scope. This is an on-site, 3+ month contract opportunity, paying up to $25.00/hr w-2.
Key Responsibilities:
- Respond to incoming technical support calls in a high-volume environment, recording all relevant information and updating issue details in a ticket tracking system.
- Analyze and document reported problems and outages, assessing their severity, impact, and nature.
- Deliver exceptional customer service while ensuring compliance with contracted Service Level Agreements (SLAs).
- Provide technical support for a range of technologies, including desktops, laptops, network connectivity, business applications, voice-over-IP telephone systems, and password resets in accordance with information security guidelines.
- Offer desk-side services as needed, including installations, system configurations, hardware repairs, and advanced technical support.
- Proactively monitor the Service Desk queue for open tickets and assist other team members when required.
- Participate in project-based activities such as system builds, moves, and installations.
Requirements:
- Bachelor's degree in Computer Science, Information Systems, or a related field, or a certificate from a Technical School/Institute.
- 2-3 years of experience in service desk roles, preferably in the financial industry.
- Strong interpersonal skills with a lively and enthusiastic personality.
- Customer service-oriented mindset.
- Previous experience with incident tracking and call management tools.
- Familiarity with working in a managed environment with call handling metrics and SLAs.
- Willingness and eagerness to learn and master new software products and releases.
- Organizational and time management skills.
- Desire and capability to develop skills through on-the-job learning and formal training courses.
- Ability to communicate effectively with customers at all levels.
Experience/Knowledge in the following technologies:
- Microsoft Office 365, SharePoint Online, OneDrive, and Microsoft Teams.
- Configuration, support, and troubleshooting of Microsoft Windows 7/10 OS.
- Network administration in Windows Active Directory and Azure Active Directory.
- Connectivity and networking support and troubleshooting.
- Remote support tools, such as LogMeIn Rescue.
- Remote software installation technologies.
- Use and support of MS Office Suite applications.
- Installation, configuration, and troubleshooting of PC hardware.
- Support and configuration of Voice over IP telephone systems.
- Support and troubleshooting of enterprise applications, client-server, and web-based.
Preferred Certifications:
- Microsoft Certification: Windows 10, Office 365, M365 Modern Desktop Administrator Associate, M365 Security Administrator Associate, M365 Teamwork Administrator Associate, Microsoft Office Specialist (MOS), Exam MD-100 Windows 10, Exam MD-101 Managing Modern Desktops.
- A+ Certification.
- HDI Support Center Analyst.
- ITIL Foundations.
Working Conditions:
- This position may require up to 25% travel.
- Lifting of hardware/equipment weighing up to 50 pounds may be necessary.
- Extended periods of sitting may be required.
- A reliable means of transportation is essential.
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