Helpdesk Analyst

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The Judge Group, Inc.
Analyst, Android, Citrix, Customer Service, Exchange, Help Desk, HTTP, IBM, Lotus, Lotus Notes, Manager, Unix, VPN, Windows, Windows XP, Windows 7
Full Time
Work from home not available Travel not required

Job Description

Location: Malvern, PA
Looking for a Help Desk Analyst

Duties and Responsibilities:

  • Take at least 40 calls per day on average
  • Meet goal for available time
  • Meet departmental FCR goal
  • Must have excellent customer service skills over the phone.
  • Ensure timely arrival to work; no lateness or attendance issues
  • Ensure Solution Center is utilized for each appropriate call
  • Ensure all tickets are categorized correctly
  • Escalate all SLC impacting issues in an appropriate and timely manner

Intermediate knowledge of the following systems, preferred:

  • HP Service Manager (or other leading industry ticket-tracking software product)
  • Experience supporting Office 365 is highly desirable

Intermediate knowledge of one or more IT platforms:

  • ServiceNow Ticketing System experience preferred
  • Microsoft Windows XP, Windows 7 (required)
  • MS Exchange support experience
  • IBM mainframe (preferred)
  • Client/Server (preferred)
  • UNIX (preferred)

Intermediate knowledge of current versions of the following products:

  • Microsoft Office Suite and Microsoft Internet Explorer
  • IBM Lotus Notes (email and applications)
  • Intermediate knowledge of the financial services industry, preferred
  • Remote access tools (SCCM, RDC, etc)
  • VPN and Citrix
  • Blackberry and iPhone/Android support


    This job and many more are available through The Judge Group. Find us on the web at

    Company Information

    The Judge Group is a privately-owned, leading professional services firm. What does that mean? It means we provide technology, talent and learning solutions to businesses around the globe, and we're great at it. Our expertise is positioned at the crossroads of people and technology—two of the most important aspects of successful business today.
    Dice Id : cxjudgpa
    Position Id : 624604

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