Service Desk Analyst

Description

We are looking for a Service Desk Analyst to join our team in Philadelphia, Pennsylvania. This role requires a proactive individual who can diagnose and resolve software issues while delivering exceptional customer service. The ideal candidate will manage technical inquiries, prioritize tasks effectively, and ensure smooth communication across all levels of the organization.

Responsibilities:
Respond to and diagnose software issues through direct communication with clients and staff.
Research and resolve system problems, escalating complex cases to senior support staff.
Provide immediate solutions to straightforward technical issues.
Handle technical and non-technical calls, managing a volume of 40-60 inquiries daily.
Communicate effectively with employees across various levels of the organization.
Maintain detailed records of issues and solutions within service desk ticketing systems.
Collaborate with team members to ensure efficient problem resolution.
Utilize Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Access, for documentation and reporting.
Uphold confidentiality and high ethical standards while working under pressure.
Adapt to flexible schedules and occasional overtime, including evenings and weekends.

Requirements

Minimum of 2 years of experience in IT service desk or help desk customer support.
Bachelor's degree, preferably with a focus on computer technology.
Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Outlook, and Access.
Familiarity with Active Directory and Windows 10 operating system.
Strong troubleshooting skills and ability to manage service desk tickets effectively.
Excellent organizational, time management, and multitasking abilities.
Exceptional interpersonal and customer service skills.
Ability to work collaboratively within a team environment and communicate clearly with diverse stakeholders.

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.

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