Service Desk Analyst

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Job description

A client of Innova Solutions is immediately hiring a Service Desk Analyst.

Position type: Full-time - Contract

Duration: 12+ Months

Location: Wayne, PA 19087

As a Service Desk Analyst, you will:

• 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 experience
• 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

Minimum Qualifications:

• 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)
• Bachelor's 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.

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.

We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.

Thank you!

Dineshkumar Virwani

Associate Recruitment

PAY RANGE AND BENEFITS:

Pay Range : 27/hr - $32/hr.

Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions:

• One of Largest IT Consulting Staffing firms in the USA - Recognized as by Staffing Industry Analysts (SIA 2022)
• Clearly Rated Client Diamond Award Winner (2020)
• One of the Largest Certified MBE Companies in the NMSDC Network (2022)
• Advanced Tier Services partner with AWS and Gold with MS

Website:

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or . Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. 1324b.

The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.

American Cybersystems, Inc is acting as an Employment Business in relation to this vacancy.

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