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 ...