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Robert Half Logo Robert Half · IT - Administration

Service Desk Analyst

United States, Philadelphia · Job Posted March 01, 2026
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Job Description

We are looking for a Service Desk Analyst to join our team in Philadelphia, Pennsylvania. This role requires a proactive individual who can diagnose and resolve software issues while delivering exceptional customer service. The ideal candidate will manage technical inquiries, prioritize tasks effectively, and ensure smooth communication across all levels of the organization.

Job Responsibility

  • Respond to and diagnose software issues through direct communication with clients and staff
  • Research and resolve system problems, escalating complex cases to senior support staff
  • Provide immediate solutions to straightforward technical issues
  • Handle technical and non-technical calls, managing a volume of 40-60 inquiries daily
  • Communicate effectively with employees across various levels of the organization
  • Maintain detailed records of issues and solutions within service desk ticketing systems
  • Collaborate with team members to ensure efficient problem resolution
  • Utilize Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Access, for documentation and reporting
  • Uphold confidentiality and high ethical standards while working under pressure
  • Adapt to flexible schedules and occasional overtime, including evenings and weekends

Requirements

  • Minimum of 2 years of experience in IT service desk or help desk customer support
  • Bachelor's degree, preferably with a focus on computer technology
  • Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Outlook, and Access
  • Familiarity with Active Directory and Windows 10 operating system
  • Strong troubleshooting skills and ability to manage service desk tickets effectively
  • Excellent organizational, time management, and multitasking abilities
  • Exceptional interpersonal and customer service skills
  • Ability to work collaboratively within a team environment and communicate clearly with diverse stakeholders

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • company 401(k) plan
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