Service Desk Lead Analyst

Compensation

: $60,195.00 - $100,550.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



Loading some great jobs for you...






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.




Job Summary:


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.




Job Requirements:

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


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

Launch your career - Create your profile now!

Create your Profile

Loading some great jobs for you...