Search Jobs
IS Service Desk Analyst
Job ID: R1059607 Type: Full Time Location: Marlton, New Jersey Standard Hours: 40 Shift: 1st ShiftSchedule: Sat/Sun/Mon 8a-8:30p
Summary:
Provides front line service for all IS customer incidents, requests and problems. Analyzes all incidents, requests and problems, and either resolves immediately, or collaborates with other IS teams or vendors to escalate appropriately. Provides high level of customer service and technical expertise.
Position Responsibilities:
Responds quickly and with exceptional level of service to all incoming customers. Carefully and adeptly analyzes each incident, request and problem. When possible, provides immediate resolution, elseuses preliminary analysis and critical thinking to escalate item appropriately.
Elicits information necessary to resolve customer incident, request or problem. Uses Service Now ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue.
Writes Knowledge Base articles for solutions as they are identified.
Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues.
Provides support to new team members.
Assists with Problem Management tasks (communication, follow-up, etc.) during an active problem. Adheres to IT Business practices and is available for 24/7 support as needed.
Position Qualifications Required / Experience Required:
2 years of technical support experience plus two years of customer service experience. Service Now preferred;Fundamental understanding of computer hardware and software principals and support. Strong customer service approach required as well as ability to effectively multi-task. Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management.
Required Education:
High School diploma
Technical certificate or Associates degree in IT may be acceptable in lieu of technical experience
Training / Certification / Licensure:
Service Now preferred
Customer Service Training preferred
Hourly Rate: $24.51 - $36.89 The actual salary/rate will vary based on applicant’s experience as well as internal equity and alignment with market data.
Virtua offers a comprehensive package of benefits for full-time and part-time colleagues, including, but not limited to: medical/prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) (401(k) subject to collective bargaining agreement); paid time off, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, colleague and dependent life insurance and supplemental life and AD&D insurance; tuition assistance, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.
For more benefits information click here.
Sign Up for Job Alerts
Join our Talent Network and get news and job alerts delivered to your inbox.
