firstPRO is seeking a qualified Onsite Service Desk Analyst for our client, a large IT consulting organization located out of Pennsylvania. They are seeking someone that has experience in resolving level 1 and 2 client requests within Service Level Agreements (SLAs)

Service Desk Analyst

Job Details

• Compensation; $24 – $26/hour with benefits (health, Dental, Vision)
• Location: Blue Bell, PA
• Type: Contract to Hire
• Schedule: Monday through Friday 8:00 AM to 5:00 PM or 7:00 AM to 4:00 PM

Job Responsibilities

• Answers incoming technical support phone calls in a high-volume environment and enters all pertinent information and updates of the reported issues into a ticket tracking application.
• Analyzes and documents reported issues and outages.
• Determines severity, impact, and nature of reported issues
• Delivers high levels of customer service at all times and ensures compliance with contracted Service Level Agreements (SLAs)
• May provide technical support for any or all the following: desktops, laptops, network connectivity, business applications, voice-over-IP telephone systems, and resetting network and application passwords according to information security guidelines
• May occasionally provide desk side services as required including installs, system configuration, hardware break/fix and advanced technical support
• Proactively checks the Service Desk queue for open tickets
• Aid other team members when needed Participate in project-based activities including system builds, moves, and installs, and other projects

Job Requirements

• 2-3 years of service desk experience required Good inter-personal skills – lively and enthusiastic personality
• Customer service-oriented approach
• Prior work experience with incident tracking and call management tools