Service Desk Analyst

Piper Companies is seeking a Service Desk Analyst to join a financial services company. This is a long term contract opportunity that is 100% ONSITE in Wayne, PA. The Service Desk Analyst will be responsible for providing front-line IT support through the service desk to ensure business continuity, while engaging other service delivery teams for escalated issues and supporting users across North and South America.

Requirements of the Service Desk Analyst:

• Handle customer calls through various mediums (phone, email, walk-up, self-service portal).
• Resolve or escalate IT issues to the appropriate service teams (Service Delivery, Production Support, etc.).
• Mentor junior staff and act as a point of escalation for unresolved issues.
• Configure, deploy, troubleshoot, and coordinate repairs for hardware (laptops, mobile devices).
•  Create and review IT knowledge articles for the end user support portal.
• Maintain communication with customers throughout the issue resolution process.
• Manage communication for incidents, problems, and outages to the IT customer base.

Qualification for the Service Desk Analyst:

• 2 years of experience in imaging, configuring, deploying, and troubleshooting hardware (PC and iOS devices).
• 2-5 years of Service Desk/Technical Support experience.
• Excellent customer service skills (via phone and face-to-face).
• Strong communication skills, both verbal and written.
• Attention to detail and a commitment to accuracy.
• Experience handling ITSM call tickets and routing calls to the appropriate service areas.
• Bachelor’s degree or equivalent experience.

Compensation for the Service Desk Analyst:

• Hourly Rate: $20-$28 per hour ***depending on experience***
• Benefits: Medical, Dental, Vision, ect.

Keywords: Service Desk, Technical Support, IT Service Desk, IT Help Desk, IT Help Desk Support II , IT front line support, Customer Support, IT Support, IT Team Lead, team management, Incident Management, Problem resolution, Hardware troubleshooting, IT Knowledge base, escalation management, end user support, service delivery, problem solving, on-site support, Configure, deploy, troubleshoot, and coordinate repair of hardware, PC, iOS, Customer Service, routing of ITSM call tickets, call resolution, ITSM, IT Service Management, ServiceNow, BMC, Remedy, Jira Service Desk, Imaging laptop, imagining desktop, deployment tools, imagining tools, Microsoft deployment toolkit, SCCM, Mobile Device management tools, MDM, IBM MaaS360, Jamf, Kandji, Hexnode UEM, Miradore client, jumpcloud, microsoft intune, xenmobile, airwatch MDM, Esper, addigy, citrix Endpoint Management, Meraki Systems Manager, email, phone systems, self-service portals, ticketing systems, ZenDesk, Freshdesk, Zoho Desk, Jira Service Management, Happy Fox, Hubspot, Help Scout, LiveAgent, SolarWinds Service Desk 

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