Service Desk Analyst 1

ICONMA; Wayne (PA); Remote; USD 50,000 - 70,000; Full time

Job summary

A financial solutions client is seeking a Service Desk Analyst 1 for remote work or their Wayne, PA location. The role involves customer engagement to resolve IT issues, mentoring junior staff, and managing hardware deployment. Candidates should have substantial service desk experience and excellent communication skills. ICONMA offers growth opportunities and health benefits.

Benefits

Health Benefits

Referral Program

Excellent growth and advancement opportunities

Qualifications

• 1-2 years junior management experience.
• 3-5 years’ Service Desk/Technical Support experience.
• Fluent in English; multi-lingual Portuguese is a plus.

Responsibilities

• Engage customers via calls and support portal.
• Mentor junior staff and assist in development.
• Configure and troubleshoot hardware.

Skills

Customer service

Communication

Attention to detail

Education

Bachelor’s Degree or equivalent experience

Job description

Our Client, a Financial Solutions company, is looking for a Service Desk Analyst 1 for their Wayne, PA / Remote location.

Responsibilities:

• 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.
• 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:

• 1-2 years junior management experience
• 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.

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.