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Sr. Service Desk Analyst
Ref No.: 17-04607
Location: North Bergen, New Jersey
Position Type:Contract
Start Date: 05/25/2017
 Title: Sr. Service Desk Analyst
Location: North Bergen, NJ
Duration: Ongoing / Long Term Contract
Rate: Competitive
Job Summary:
The Sr. Service Desk Analyst will be responsible for providing exemplary customer service while fulfilling the essential functions of the role.  The Sr. Service Desk Analyst is the central point of contact for all users of technology, providing level 1 and 2 support for incident resolution and requests reported to the Service Desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding technical issues received from retail stores, corporate users, Field Leadership Team, and distribution centers via telephone, email, self-service or other means.  
Essential Functions:
  • Identify, research and resolve technical problems while providing exceptional customer service; build strong relationships through in-depth problem understanding ensuring timely resolution or escalation, promptly communicating on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
  • Address and resolve incidents and requests; log all information in a timely manner and apply the appropriate classification to incidents and requests.  Work with other IT and Business teams as appropriate to identify and resolve issues.
  • Works with vendor support contacts to resolve technical problems with Point of Sale software and hardware.
  • Fosters a positive attitude and team player spirit with coworkers.
  • Walks associates through problem solving process
  • Ensures proper escalation to level 2 and/or 3 support teams as necessary for store or corporate incidents or requests
  • Maintains the voicemail and email queues as assigned in rotation schedule
If interested, please email your resume to for consideration.