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Our client is looking to add a Service Desk Lead Analyst on our Service Desk. Location is Ambler, PA. Joining a team of four for now, with good chance that will grow to eight by June. This is 70% Service Desk analyst, taking calls, working on tickets submitted by email, calling users and helping them via remote control. 30% Lead, creating weekly and monthly reports for clients (4-8 hours per week), adding to knowledge base, creating documentation, interfacing with customer decision makers, participating in status meetings with customers (4- 8 hours per week).
Looking for someone with experience in mid-sized or enterprise Service Desk environments who has some Lead experience or a senior analyst looking to do more.
The Service Desk Lead Analyst receives, records, and resolves level 1 and 2 client requests within Service Level Agreements (SLAs). Typically resolves client issues remotely over the phone. Supports client specific applications within agreed scope.
Duties and Responsibilities:
Answers incoming technical support phone calls in a high-volume environment and enters all pertinent information and updates of the reported issues into a ticket tracking application. Analyzes and documents reported issues and outages. Determines severity, impact, and nature of reported issues
Delivers high levels of customer service at all times and ensures compliance with contracted Service Level Agreements (SLAs)
May provide technical support for any or all of the following: desktops, laptops, network connectivity, business applications, voice-over-IP telephone systems, and resetting network and application passwords according to information security guidelines
May occasionally provide desk side services as required including installs, system configuration, hardware break/fix and advanced technical support
Proactively checks the Service Desk queue for open tickets
Aid other team members when needed
Participate in project-based activities including system builds, moves and installs, and other projects
In addition, the Service Desk Lead has the following duties and responsibilities:
Assist the Service Desk Supervisor in operations of the Service Desk
Coordinate the service desk team members in their daily duties
Facilitate good customer service culture in team members
Evaluate and assess service delivery performance metrics
Demonstrate a mode of operations to be adhered to by team members in order to maintain a productive and professional service delivery
Delegate specific service desk responsibilities to team members to create specialization and improve service delivery
Review and rectify issues and liaise with appropriate departments to handle complex issues in a effort to provide more effective solutions
Refine and improve service desk operation techniques and assist in the implementation of new processes, procedures, and techniques
Experience / knowledge of the following technologies:
Microsoft Office 365 / SharePoint Online / OneDrive / Microsoft Teams
Microsoft Windows 7/10 OS configuration, support and troubleshooting
Network administration in Windows Active Directory / Azure Active Directory
Connectivity and networking support and troubleshooting
Remote support tools (LogMeIn Rescue)
Remote software installation technologies
Use and support of MS Office Suite applications
PC hardware installation, configuration and troubleshooting
Use, support and configuration of Voice over IP telephone systems
Support and troubleshoot enterprise applications, client server and web-based
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