Service Desk Analyst II
Location:
Wyomissing , Pennsylvania
Posted:
November 17, 2017
Reference:
03720-9500904479

Our client near Reading, PA is seeking a Service Desk Analyst to provide timely and accurate response to all incoming incidents, requests, and alerts generated from calls and emails to Service Desk Network Operations Center (NOC). The right candidate will record information related from the customer and the troubleshooting steps performed along with their corresponding results accurately in the ticket system. The analyst will maintain a high first-call resolution rate while exceeding performance metrics for utilization, occupancy, and ready time in queue. Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction. Proactively identify and take steps to resolve or eliminate recurring incident types. Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency. Service Delivery: - Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously in to the ticketing system. - Monitor tickets generated for critical network problems; perform first-level troubleshooting to diagnose issues, and escalate to the appropriate provider if required. - Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable. - Provide exceptional customer service to all clients. - Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards. - Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity. - Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction. - Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to customers. - Provide direct interaction and escalation support with 3rd party NOC vendors. - Execute daily routine tasks in NOC – overnight escalated tickets, monitoring and escalation of managed SaaS solutions, documentation, etc. - Perform onsite client support calls and multi-day assignments - Perform onboarding of new clients and client solutions - Act as an escalation point from Service Desk Analysts for higher level remediation of client support requests. - Expand working knowledge of current and new NOC products and services


A little about us:
Founded in 1948, Robert Half (NYSE: RHI) is the world's first and largest specialized staffing services firm.

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