Job Information Service Desk Analyst I - Market A
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Description
We are seeking a Service Desk Analyst I for our manufacturing industry team, located in Wayne, Pennsylvania. This role offers a long-term contract employment opportunity. As a Service Desk Analyst, you will be a primary point of contact for our customers, handling their inquiries, and troubleshooting hardware issues. You will also play an active role in supporting our IT user support portal and assist in the development of junior staff.
Responsibilities:
Engage with customers through various mediums such as phone, email, and self-service portal, and strive to resolve their issues immediately or escalate to the appropriate Service Team when necessary.
Contribute to the professional growth of junior staff by mentoring them and acting as a point of escalation for their issues.
Troubleshoot, configure, and coordinate the repair of hardware such as laptops and mobile devices.
Play an active role in supporting the IT user support portal by creating and reviewing knowledge articles.
Maintain open communication with customers to gather all necessary data for resolving their issues or requests, and keep them informed throughout the resolution process.
Handle and properly route IT Service Management (ITSM) call tickets, and transition calls to the appropriate service area when necessary.
When required, manage communication to the IT customer base regarding incidents, problems, and outages.
Requirements
Proficiency in Customer Service and Communication Skills.
Experience in providing Technical Support and Troubleshooting Hardware.
Knowledge of Quality Review processes in the manufacturing industry.
Familiarity with ITSM, REST API, and 'Go' programming language.
Experience in providing User Support and Production Support.
Ability to work Onsite and handle Laptop Hardware and Mobile Devices.
Proficiency in English Language is essential.
Basic understanding of PC OS, Computer Hardware, and iOS Devices.
Experience in Service Desk operations.
Ability to Deploy technology solutions.
Training skills to guide users on technology usage.
'A Plus' certification would be an advantage.
Understanding of 'About Time' time management software.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are seeking a Service Desk Analyst I for our manufacturing industry team, located in Wayne, Pennsylvania. This role offers a long-term contract employment opportunity. As a Service Desk Analyst, you will be a primary point of contact for our customers, handling their inquiries, and troubleshooting hardware issues. You will also play an active role in supporting our IT user support portal and assist in the development of junior staff.
Responsibilities:
Engage with customers through various mediums such as phone, email, and self-service portal, and strive to resolve their issues immediately or escalate to the appropriate Service Team when necessary.
Contribute to the professional growth of junior staff by mentoring them and acting as a point of escalation for their issues.
Troubleshoot, configure, and coordinate the repair of hardware such as laptops and mobile devices.
Play an active role in supporting the IT user support portal by creating and reviewing knowledge articles.
Maintain open communication with customers to gather all necessary data for resolving their issues or requests, and keep them informed throughout the resolution process.
Handle and properly route IT Service Management (ITSM) call tickets, and transition calls to the appropriate service area when necessary.
When required, manage communication to the IT customer base regarding incidents, problems, and outages.
Requirements
Proficiency in Customer Service and Communication Skills.
Experience in providing Technical Support and Troubleshooting Hardware.
Knowledge of Quality Review processes in the manufacturing industry.
Familiarity with ITSM, REST API, and 'Go' programming language.
Experience in providing User Support and Production Support.
Ability to work Onsite and handle Laptop Hardware and Mobile Devices.
Proficiency in English Language is essential.
Basic understanding of PC OS, Computer Hardware, and iOS Devices.
Experience in Service Desk operations.
Ability to Deploy technology solutions.
Training skills to guide users on technology usage.
'A Plus' certification would be an advantage.
Understanding of 'About Time' time management software.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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