Service Desk Analyst I

Data-Core Systems Inc.; Wayne (PA); On-site; USD 45,000 - 70,000; Full time

Job summary

Data-Core Systems Inc. is seeking a Service Desk Analyst I to join our Consulting team. The ideal candidate will engage customers through various support mediums, mentor junior staff, and provide technical expertise with a focus on customer satisfaction. This position requires strong problem-solving skills, excellent communication, and a Bachelor's degree or equivalent experience. Join an innovative team and contribute to our mission of delivering top-tier technical support.

Qualifications

• 2 years experience in Imaging, Configuring, Deploying, and Troubleshooting hardware.
• 3-5 years Service Desk/Technical Support experience.
• Fluent in English, multi-lingual Portuguese is a plus.

Responsibilities

• Engage customer base via phone, email, and in-person support.
• Mentor junior staff and assist in their development.
• Configure and deploy hardware such as laptops and mobile devices.

Skills

Customer Service

Communication

Attention to Detail

Education

Bachelor’s Degree or equivalent experience

Job description

Data-Core Systems, Inc. is a provider of information technology, consulting, and business process services. We offer breakthrough tech solutions and have worked with companies, hospitals, universities, and government organizations. A proven partner with a passion for client satisfaction, we combine technology innovation, business process expertise, and a global, collaborative workforce that exemplifies the future of work. For more information about Data-Core Systems, Inc., please visit https://datacoresystems.com/.

Data-Core Systems Inc. is seeking a Service Desk Analyst I to be a part of our Consulting team. You will participate and effectively contribute to the design, development, and implementation of complex applications, often using new technologies. You will provide technical expertise and systems design for individual initiatives. You will have the opportunity to work with other SME consultants from our existing team.

Key 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 the end user support portal and play an active role in supporting the portal.
• Contacts customers to gather all required data to facilitate the resolution of customer issues/requests, and is responsible for maintaining customer communication throughout the resolution process.
• When necessary, manage the communications out to the IT customer base regarding incidents/problems and outages.

Required Skills

• 2 years’ experience in Imaging, Configuring, Deploying, and Troubleshooting hardware (PC and iOS devices)
• 3-5 years’ Service Desk/Technical Support experience
• 1-2 years junior management 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, and transition of calls to the proper service area when appropriate.

Soft Skills

• Customer Focused
• Detail Oriented
• Highly organized
• Outgoing
• Flexible/Adaptable
• Able to communicate effectively (orally and in writing)
• Quality-driven and results-oriented, and ready to go above and beyond to deliver results
• Able to work in a very fast-paced open environment.

We are an equal opportunity employer.