ServiceDesk Analyst - Weekday

Siri InfoSolutions Inc; Blue Ball (PA); On-site; USD 50,000 - 70,000; Full time

Job summary

Siri InfoSolutions Inc in Blue Bell, PA is seeking a Service Desk Engineer/Customer Technical Online Support to provide on-site IT help desk support. The role involves logging, triaging, and resolving incidents, and delivering first-level troubleshooting using the knowledge base.

You will assist users with password resets and access issues, escalate unresolved tickets per SLA, and document actions while keeping users informed on progress. Full-time benefits accompany the $50k–$70k salary.

Qualifications

• Candidate should have managerial capabilities.
• Familiarity with SLAs and KPIs.

Responsibilities

• Log and categorize incidents and service requests.
• Provide first-level troubleshooting using knowledge base.
• Assist users with common IT issues (password resets, access).
• Escalate unresolved issues to L2/L3 per SLA.
• Adhere to SLAs for response and resolution times.
• Document actions and resolutions in tickets.
• Communicate status and closure to users.

Skills

Managerial skills

SLA/KPI understanding

Job description

Section

Details

Job Title

Service Desk Engineer/Customer Technical Online Support

Job Type

Full time

Client Location

Blue Bell PA

Work Arrangement

On site

Duration

Full Time

Pay Rate / Salary

$50K to $70K Plus Full-Time Benefits

Job Summary

Service Desk Engineer/Customer Technical Online Support

Key Responsibilities

Roles & Responsibilities

Ticket Logging: Receive, log, and categorize incidents and service requests.

First-Level Support: Provide initial troubleshooting and resolution using knowledge base.

User Assistance: Support users with common issues (password reset, access, basic IT issues).

Escalation: Identify unresolved issues and escalation to L2/L3 as per SLA.

SLA Adherence: Ensure timely response and resolution within agreed SLAs.

Documentation: Update tickets with accurate actions and resolution details.

Communication: Keep users informed on status and closure.

Required Qualifications

Generic Managerial Skills, If any

Understand SLA's and KPI's