Analyst Client Services

Schuylkill • Allentown, PA

2d • Onsite

About The Position

Responsible for overseeing and managing the daily operations of desktop support services within the organization. The role coordinates desktop support as a central point of contact, helping ensure end-user computing environments are stable, secure, and efficient. It prioritizes and assigns tickets and helps maintain service-level agreement (SLA) compliance. The Analyst Client Services collaborates with IT leadership on upgrades, asset inventories, and desktop management practices, aligning support services with business needs so employees have reliable access to the technology they need.

Requirements

• High school diploma or GED.
• Three years of related work experience.
• Familiarity with ITIL principles and workflows for incident and problem management.
• Understanding of desktop hardware and operating systems, including Windows and macOS.
• Ability to manage desktop deployments, upgrades, and testing schedules across teams.
• Strong written and verbal communication skills for liaising between IT teams, end users, and leadership.
• Ability to work effectively with cross-functional teams, including network, security, and application support.

Responsibilities

• Coordinate and oversee daily desktop support operations, ensuring timely resolution of incidents and requests.
• Assign, track, and monitor helpdesk tickets to assist with maintaining SLA compliance.
• Provide reporting on desktop support performance, trends, and improvement opportunities.
• Serve as an escalation point for desktop-related issues.
• Liaise with support teams and vendors to ensure timely resolution.
• Collaborate with IT leadership to plan upgrades, manage asset inventories, and implement desktop management best practices.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED