Service Desk Analyst

Service Desk Analyst

Location:

Wayne, PA → 100% on-site

Responsibilities

* Engage customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk up and self-service portal). Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (Service Delivery, Production Support, etc).

* Mentors junior staff and assists in their development. Acts as a point of escalation for issues.

* 1-2 years junior management experience

* Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.

* Create/Review IT knowledge articles for end user support portal and play active role in supporting the portal.

* Contacts customers to gather all required data to facilitate resolution of customer issues/requests and responsible to maintain customer communication throughout the resolution process.

* When necessary manage the communications out to the IT customer base regarding incident/problems and outages

Qualifications

* 2 years' experience Imaging, Configuring, Deploying and Troubleshooting hardware (PC and iOS devices)

* 3-5 years' Service Desk/Technical Support experience

* Excellent customer service skills (via phone and face to face)

* Excellent communication skills (both verbal as well as written)

* Meticulous attention to detail

* Bachelor's Degree or equivalent experience

* Fluent speaking and writing in English (Multi-lingual Portuguese a plus)

* Experience with handling and proper routing of ITSM call tickets, call resolution, transition of calls to proper service area when appropriate.

What Success Looks Like:

* Clear and actionable customer segments used consistently across marketing, sales, and campaign planning

* Better coordinated marketing execution across disconnected calendars and demand channels

* Improved ROI through more targeted messaging and resource allocation

* Dashboards that inform quarterly reviews and FY26 planning with real customer intelligence

Additional Details:

* 1-year initial contract with possibility of extension or conversion

* Start time:
During training contractors will be assigned a start time (usually ~8:30am), however, once their training is complete, they will be assigned a set start time based on business needs that can be between 7:30 and 9am.

* Late

Shift: Once contractors have been on assignment for a while and are comfortable with the environment they will rotate through the late shift (12:00 - 8:30pm) along with the rest of the team (once every 10-12 weeks)

Juno is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state or local law. The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

It's expected that all employees are aware of this policy and that they create an environment that's sensitive and respectful to all individuals.

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