Job Title: Service Desk Analyst

Location: Wyomissing, PA

Job Type: Full Time


Duties and responsibilities


+ 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 technical...