Service Desk Analyst
Prophecy Technologies, Malvern, PA, United States
Roles & Responsibilities:
Serve as a single point of contact (SPOC) for end-to-end ownership of user requests and incidents.
Manage all Service Requests and Incidents, including logging, tracking, and resolution through the ITSM system (ServiceNow).
Support Windows 11 upgrade-related activities.
Fulfill assigned Service Requests promptly and accurately.
Communicate effectively with stakeholders during incident response, providing progress updates and recommending workarounds.
Support Service Request fulfillment and Incident Management for all end-user devices including desktops, laptops, and mobile devices.
Provide self-service capabilities for common Service Desk requests.
Fulfill work items routed through ServiceNow for Endpoint Services and Mobility Services (e.g., internet trusted site requests, VDI-related tasks).
Support Major Incident calls for Workplace Services.
Serve as a single point of contact (SPOC) for end-to-end ownership of user requests and incidents.
Manage all Service Requests and Incidents, including logging, tracking, and resolution through the ITSM system (ServiceNow).
Support Windows 11 upgrade-related activities.
Fulfill assigned Service Requests promptly and accurately.
Communicate effectively with stakeholders during incident response, providing progress updates and recommending workarounds.
Support Service Request fulfillment and Incident Management for all end-user devices including desktops, laptops, and mobile devices.
Provide self-service capabilities for common Service Desk requests.
Fulfill work items routed through ServiceNow for Endpoint Services and Mobility Services (e.g., internet trusted site requests, VDI-related tasks).
Support Major Incident calls for Workplace Services.