Service Desk Analyst

Two95 International Inc.; Wyomissing (Berks County); On-site; USD 52,000 - 68,000; Full time

Job summary

Two95 International Inc. is seeking a Service Desk Analyst to respond to incoming calls and emails, document incidents, and assist clients with access creation and management. The role requires delivering exceptional customer service while utilizing knowledge bases to resolve issues efficiently.

The position involves supporting Microsoft-based environments, including Active Directory and group policy objects, with after-hours on-call rotation to handle incidents across multiple platforms.

Qualifications

• Respond to incoming call and email queues promptly and document incidents.
• Create user accounts and access rights for clients.
• Provide exceptional customer service to all clients.
• Utilize knowledge bases to research, resolve incidents and respond to requests via phone and email.
• Manage incident resolution by following up with staff and/or affected user for timely resolution.

Responsibilities

• Respond to incidents promptly and document in case management system.
• Create and manage user accounts and access rights.
• Provide high-quality customer service to clients.
• Research and resolve incidents using knowledge bases.
• Assist in incident resolution and coordination with support personnel.
• Stay updated on relevant software, hardware, systems and policies.
• Participate in after-hours on-call rotation and provide support across platforms.

Skills

Customer service

Incident management

Documentation

Technical support

Microsoft OS

Tools

Active Directory

GPOs

DNS

NFS

Job description

Job Title: Service Desk Analyst Location: Wyomissing, PA Job Type: Full Time

Duties and responsibilities

• Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously in to the case management system.
• Create user accounts and access rights for clients when applicable.
• Provide exceptional customer service to all clients.
• Utilize the all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.
• Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.
• Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to customers.
• Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems
• Assist to develop internal documentation and procedures related to specific customer environments.
• Participate in after-hours (24?7) support on-call rotation, which will include calls on various technology platforms (including, but not limited to, Microsoft OS and basic network support)
• Participate in duties as assigned such as application support, patch management, client support activities, etc.