Service Desk Analyst - RTH

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POST DATE 9/16/2016
END DATE 10/13/2016

Phoenix Technology Partners, LLC Wilmington, DE

Wilmington, DE
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


Job descriptionWe are looking for a customer service oriented Service Desk Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm?s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.- Provide first level contact and convey resolutions to customer issues- Properly escalate unresolved queries to the next level of support- Track, route and redirect problems to correct resources- Update customer data and produce activity reports- Walk customers through problem solving process- Follow up with customers, provide feedback and see problems through to resolution- Utilize excellent customer service skills and exceed customers? expectations- Ensure proper recording, documentation and closure- Recommended procedure modifications or improvements- Preserve and grow your knowledge of help desk procedures, products and services


- Proven working experience in providing service desk support- Proficiency
in English- Working knowledge of help desk software, databases and remote
control- Experience with ServiceNow a plus- At least 2 years? experience
working in a service desk- Strong client-facing and communication skills-
Advanced troubleshooting and multi-tasking skills- Customer service orientation-
Associate Degree or equivalent experience

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