Service Desk Analyst

Job Description

Juno Search Partners is a certified women-founded and women-led talent solutions firm with extensive experience in the placement of executive technologist in specialized fields.

We are seeking a Service Desk/Help Desk Analyst to support a prestigious financial client in Wayne, PA.

This person will be expected to be available to be onsite. Wayne Local candidates only.

Roles & 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.

1-2 years junior management experience

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

Do you have?

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.

Juno Search Partners is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state or local law. The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. It’s expected that all of our employees are aware of this policy and that they create an environment that’s sensitive and respectful to all individuals.