Service Desk Analyst

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 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. #J-18808-Ljbffr