Service Desk Analyst

Job Title: Service Desk Analyst

Location: Wyomissing, PA

Job Type: Full Time

• Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously in to the case management system.
• Create user accounts and access rights for clients when applicable.
• Provide exceptional customer service to all clients.
• Utilize the all existing knowledge bases 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.
• 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.
• Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems
• Assist to develop internal documentation and procedures related to specific customer environments.
• Participate in after-hours (24x7) support on-call rotation, which will include calls on various technology platforms (including, but not limited to, Microsoft OS and basic network support)
• Participate in duties as assigned such as application support, patch management, client support activities, etc.