*Job Title: * Service Desk Analyst

*Location: * Wayne, PA (Expected to work fully onsite with possibility of some remote work)

*Length of Contract: *1-year initial contract with possibility of extension or conversion

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

Hours:

• Start time: During training contractors will be assigned a start time (usually 8:30am), however, once their training is complete, they will be assigned a set start time based on business needs that can be between 7:30 and 9am.
• Late Shift: Once contractors have been on assignment for awhile and are comfortable with the environment they will rotate through the late shift (12:00 -- 8:30pm) along with the rest of the team (once every 10-12 weeks or so)

Interview Process:

• 1 Round: 45 minute virtual