Job Description

Lead Service Desk Analyst
Job Number: 21-10763
 
Use your skills where innovative technology solutions begin. Eclaro is looking for a Lead Service Desk Analyst for our client in Virginia Beach, VA.
 
Eclaro’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!
 
Position Overview:
  • As a Service Desk Analyst, will be responsible for answering technical support calls and responding to emails from customers, providing Level 2 technical assistance directly to the customer base.
  • Provide accurate and efficient problem diagnosis, description and tracking through resolution.
 
Responsibilities:
  • Provide excellent customer service to our customers, at all times
  • Respond to customer inquiries in person, electronically and via phone
  • Problem solve issues presented by our customers
  • Document, track and monitor problems to ensure resolution in a timely manner
  • Work in a team environment and participate positively with the team
  • Update customers when issues are resolved
  • Update and maintain relevant issue tracking systems appropriately
  • Identify, investigate and coordinate resolution of complex technical problems
  • Ensure documentation of problem resolution and creation of knowledge items are completed
  • Troubleshoot, problem solve and resolve customer issues
  • Provide escalated support for team members, as needed
  • Handle confidential matters and information professionally
  • Conduct business in a professional, competent and ethical manner
  • Adhere to corporate policies and procedures
 
Qualifications:
  • Strong verbal communication skills
  • Strong written communication skills
  • Must be motivated towards constantly improving their technical skills
  • Knowledgeable in use of MS Excel, Word and Outlook
  • High School diploma or GED required
  • 3-5 years of customer-facing Service Desk experience
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment
  • Knowledge of relevant call tracking applications; ServiceNow experience a plus
 
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
 
If interested, you may contact:
Doron Semaza
Doron.Semaza@eclaro.com
6468495358
 

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.  

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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