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 in order to provide technically accurate solutions to customers. + Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems + Assist to develop internal documentation and procedures related to specific customer environments. + Participate in after-hours (24×7) support on-call rotation, which will include calls on various technology platforms (including, but not limited to, Microsoft OS and basic network support) + Participate in duties as assigned such as application support, patch management, client support activities, etc. + Note: If interested please send your updated resume and include your rate requirement along with your contact details with a suitable time when we can reach you. If you know of anyone in your sphere of contacts, who would be a perfect match for this job then, we would appreciate if you can forward this posting to them with a copy to us.