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Service Desk Analyst I - Market A

Yoh Services • Berwyn, PA • 2h ago

Reference #: 1296911 Service Desk Analyst I - Market A

Category:

Information Technology

Employment Type:

Contract

Reference:

BH-388579-2

Job Title: Service Desk Analyst Location: Wayne, PA (on site mon - fri) 12 month + ongoing contract (40 hours a week) Candidates must be local W2 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 or lead experience would be a plus

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

Bachelors 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.

Are you?

Customer Focused

Detail Oriented

Highly organized

Outgoing

Flexible/Adaptable

Able to communicate effectively (orally and written)

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

Details:

1-year initial contract with possibility of extension or conversion

Start time: During training contractors will be assigned a start time (usually ~8:30am), however, once their training is complete, they will be assigned a set start time based on business needs that can be between 7:30 and 9am.

Late Shift: Once contractors have been on assignment for a while and are comfortable with the environment they will rotate through the late shift (12:00 - 8:30pm) along with the rest of the team (once every 10-12 weeks or so)

Interviews:

Estimated Min Rate: $19.60 Estimated Max Rate: $28.00

What's In It for You? We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh's network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh's extensive talent community that will provide you with access to Yoh's vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week) Health Savings Account (HSA) (for employees working 20+ hours per week) Life & Disability Insurance (for employees working 20+ hours per week) MetLife Voluntary Benefits Employee Assistance Program (EAP) 401K Retirement Savings Plan Direct Deposit & weekly epayroll Referral Bonus Programs Certification and training opportunities Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

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