Senior IS Service Desk Analyst
Infrastructure & Support
PhiladelphiaPA Direct Hire Nov 8, 2023


Our insurance client is looking for a Senior IS Service Desk Analyst Sr. to provide technical second level phone support to corporate WAN/LAN users.  Should be able to resolve most individual issues that don’t require actual hardware replacement.  Acts as department lead for staff assistance, training, and user issues.

Duties and Responsibilities:
  • Provides phone response to network users.
  • Opens user issue tickets in corporate-used tracking software.
  • Provides a second level support for all open ticket issues.
  • Follows up on open tickets until they are resolved.
  • Performs administrative tasks associated with tracking software.
  • Maintains database with user information, and equipment inventory.
  • Assists in creation of, and upgrades to Service Desk database.
  • Generates various reports as needed from corporate help desk tracking software.
  • Gathers information for systems reporting, to provide user communications regarding system outages and availability.
  • Acts as a liaison with the help desk and network engineers assigned to help desk tickets.
  • Assists Network Support, as needed, in corporate wide software installations as well as updates.
  • All other duties as assigned.

Education, Qualifications and Experience:
  • High School Diploma or equivalent required.  College related courses/degree preferred.  Applicable IS certifications preferred.
  • 4+ years helpdesk experience required.
  • Must have a thorough knowledge of Microsoft Office.
  • Excellent verbal and written communication skills required.
  • Must have good phone skills.
  • Must demonstrate the ability to conduct staff meetings and training sessions.
  • Must be organized and able to manage several projects at one time.
  • Should have a good understanding of Microsoft Office and any other Corporate “shrink wrap” software package.