Analyst Client Services

Lehigh Valley Health Network • Allentown, PA

3d • Onsite

About The Position

The Analyst Client Services is responsible for overseeing and managing the daily operations of desktop support services. The role coordinates end-user computing support to keep environments stable, secure, and efficient; prioritizes and assigns tickets; and helps ensure service-level agreements are met. The position collaborates with IT leadership on upgrades, asset inventories, and desktop management best practices, aligning support services with business needs so employees have reliable access to the technology they require.

This is an onsite position at Lehigh Valley Hospital–Cedar Crest, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m. The listed work shift is day shift.

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 Windows/macOS operating systems.
• 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.
• Ensure timely resolution by liaising with support teams and vendors.
• 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