Service Desk Analyst

Mbi Llc; Harrisburg (Dauphin County); On-site; USD 40,000 - 60,000; Full time

Job summary

A technology support company in Harrisburg is seeking a help desk support specialist to provide technical assistance and support for users. Responsibilities include monitoring calls, tracking issues in the IT ticketing system, and ensuring quality standards are met. Ideal candidates will have 1 to 3 years of help desk experience and familiarity with ServiceNow or similar systems. This role is crucial for maintaining user satisfaction and efficient problem resolution.

Qualifications

• 1 to 3 years of help desk experience.
• Experience in service desk environment preferred.

Responsibilities

• Provide technical assistance, support, and advice to end users.
• Ensure quality standards and SLAs are followed.
• Act as a contact for level 1 support for user problems.
• Track calls or emails in the IT ticketing system.
• Monitor call center software for incoming calls.

Skills

Technical support

Quality assurance

Problem-solving

Communication

Tools

ServiceNow

Job description

Responsibilities

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.
• Ensure quality standards and SLAs are followed.
• Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
• Coordinates with co-workers to research problems and find solutions.
• Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.
• Track every call or email in the IT ticketing system, currently ServiceNow.
• Monitor call center software for incoming calls and answer promptly.
• Suggest update to the user-training manuals, KB’s, and procedures.

Required Experience

• 1 to 3 years of help desk experience

Preferred Qualifications

• Experience at a similar service desk environment
• Experience with ServiceNow or similar ticketing system