Service Desk/Helpdesk Analyst

Description Pomeroy (NASDAQ: PMRY)provides companies with IT solutions ranging from application development to storage strategies to desktop management. Today, we employ over 2,500 people, have 26 locations. We offer our customers complete solutions that reduce their overall IT costs - thereby allowing them to re-invest in their core businesses. By combining the right people, strategy and technologies, Pomeroy is able to provide customers with increased efficiencies, decreased costs, and the ability to maximize their existing IT investments.

Requirements "On-site Service Desk (Help Desk) position Pomeroy’s on-site Service Desk provides the Single Point of Contact for logging and handling service requests for the client’s end-users enrolled in Life Cycle Management Services. The Service Desk is available to answer and handle incoming calls in accordance with the hours defined in the Service Level Objectives. The client’s Automatic Call Distributor (ACD) is used to route incoming calls to the appropriate Site (i.e., support, procurement), to route calls to the next available analyst, and to provide reports. The Pomeroy Service Desk Analyst will define, prioritize, refer, track, and escalate End-User problems in accordance with the support scripts to meet agreed upon SLOs defined in the Service Level Objectives. The analyst will use automated tools to route, monitor, and track End-User calls through closure. • Initiating the Call • Answering the Call • Logging the Call • First Level Analysis/resolution • Second Level Analysis (if required) • Call dispatch / routing - Deskside/Desktop Support or third level support (if required) • Call routing, monitoring and tracking Strong computer application skills, troubleshooting skills, ability to follow processes and strong customer service skills, prior Help Desk experience Technical certifications, experience with SAP roles