Lead Service Desk Analyst - (Harrisburg) in Harrisburg, Pennsylvania For Sale

Job Description: Job Description: Lead Service Desk Analyst The Lead Service Desk Analyst plays a key role on the Service Desk Team. Service Desk Analysts are responsible for providing technical support via email, phone and online chat to the constituents, state and local government agency partners that PAI serves. The Lead Service Desk Analysts will work with the Service Desk Manager acting in a supervisory role to ensure the resolution and fulfillment of day to day requests to the Service Desk: * While hands-on, closely supervising a team of Service Desk Analysts to ensure that day-to-day activities are addressed timely and in accordance with internal policies and contractual agreements * Logging detailed descriptions of service request, incidents and problems in ticket database and assigning tickets to technical teams as needed * Triaging incident reports and service requests via phone, email and online chat, to ensure that all pertinent information is obtained to facilitate resolution. * Providing technical support for and assisting constituents, state and local government agency partners with credentials for systems and resources supplied by PAI * Identifying, troubleshooting and resolving technical issues with PAI applications and services, bringing multiple resources to bear to find resolutions. * Recording, researching and resolving service desk tickets from agency partners and constituents * Serving as owner of all incidents and service requests and ensures resolution within established SLA and become and advocate for customers to PAI and ETS teams * Following up with technical teams to check on the status of cases approaching SLA deadline and providing consistent feedback to requestor/reporter * Sending notifications to customers to report and provide updates on scheduled maintenance, incidents or changes that may affect them as needed * Serving as a member of the PAI On-Call team * Creating knowledge articles, reports and documents related to Service Desk responsibilities * Working on projects as assigned * Service as a liaison to NIC ETS for Service Now Tickets on behalf of PAI * Developing a relationship with customers and ensuring their satisfaction with services provided by PAI * Researching and suggesting solutions for improvement to Service Desk and application performance. * Utilizing feedback from constituents and agency partners to recommend product and service improvements * Aiding in the development and execution of an effective and efficient customer service model Required Skills and Qualifications: * Outstanding verbal and written communications skills * Ability to comprehend and clearly translate complex technical topics * Strong customer service and public speaking skills * Technical background with supervisory and desktop support experience * Experience working with Microsoft applications, SharePoint, WordPress, Salesforce * Ability to work under pressure and respond to high volumes of contact via, email, phone and chat * Able to multi-task and manage multiple priorities. Strong organizational and prioritization skills * Self-motivated, detailed, resourceful and creative with enthusiasm for problem solving and promoting teamwork * Desire and ability to work in a fast-paced, highly flexible and entrepreneurial environment with minimal supervision * Must have high attention to detail * Must have good analytical and mathematical skills * Must have a positive attitude Desired Skills: * ITIL V3 Foundations Certification * Bachelor Degree preferred * At least 2 years of experience in a supervisory role * Salesforce experience * Knowledge of Incident and Problem management processes and tools * Skillful at navigating ITSM tools * Technical support experience * Knowledge Management and KCS experience What's in it for you? * Work at one of America's best small companies according to Forbes! * Work on high-profile web sites and applications * Keep abreast of new technologies * Fun, team-focused atmosphere * Refreshments provided! * Covered parking provided! * Generous benefits package with life insurance * Company matched 401k and stock purchase options and moreNIC is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, religion, color, national origin, sex, age, disability, status as a protected veteran, or any other characteristic protected by applicable federal, state or local law. *CB
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