Service Desk Analyst

firstPRO, Inc; Wayne (PA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in the IT sector is seeking a Service Desk Consultant in Wayne, PA. This full-time role emphasizes providing exceptional customer support and mentoring junior staff while managing hardware and service requests. Candidates must have a strong background in IT support, excellent communication skills, and a detail-oriented mindset.

Benefits

Medical insurance

Vision insurance

Qualifications

• 2+ years Imaging and Configuring hardware experience.
• 3-5 years’ experience in Service Desk/Technical Support.
• Fluent in English with multilingual abilities a plus.

Responsibilities

• Engage customers through intake of calls and resolve issues.
• Mentor junior staff and assist in their development.
• Configure, deploy, troubleshoot hardware including laptops.

Skills

Customer Service Skills

Communication Skills

Attention to Detail

Education

Bachelor’s Degree or equivalent experience

Job description

This range is provided by firstPRO, Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$22.00/hr - $28.00/hr

We are now hiring for a long-term Service Desk Consultant for our customers in Wayne, PA. The ideal candidate will have 3+ years of experience with a great personality, who is motivated and highly customer-service oriented.

• 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

Requirements:

• 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.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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Inferred from the description for this job

Medical insurance

Vision insurance

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