Level 2 Help Desk

2 weeks ago
Job ID
# Positions
Information Technology

Job Description

Job Description:

Service Desk Analyst, Level 2



Mechanicsburg, PA




PCN is seeking a Service Desk Agent Level 2 to support a client and the contractual service level in achievement of prompt response, high level customer service and technical first contact support. The Service Desk agent will be required to clearly articulate customer requirements and interface with a variety of the client’s second level teams and third party service providers. Contacts to the Service Desk can be varied and complex requiring a high level of comprehension and interest in IT topics and interpersonal skills to assist diagnose and or resolve issues. The Service Desk Agents refer problems and issues to specialist groups when required and act as a Single Point of Contact for the customer through to resolution.


Duties and Requirements


  • 2nd Level telephone and other media contact support
  • Strive for a high level of first contact resolution
  • Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
  • Accurately document calls and incidents
  • Manage time and workload to meet predetermined service levels
  • Maintain data accuracy in our contact management system
  • Assign incidents and requests to the correct support group
  • Act as a single point of contact on incidents and problems logged
  • Perform appropriate diagnostics to initiate problem management workflow process
  • Provide clients with a reference number for their incident/request
  • Understand various media sources that interface with the Service Desk
  • Support multiple clients through customer service professionalism and insight
  • Become multi-skilled as workload changes occur within the Service Centre
  • Champion, implement or support change
  • Identify process efficiencies within the Service Centre and to take corrective action to implement change
  • Discover and document process and procedures which need to be published to the team or on the Knowledgebase
  • Ability to comprehend and uphold client’s Policies and Procedures (including time reporting, attendance, etc)
  • Overtime may be required


Required Skills and Experience

  • Minimum 2+ years’ experience in providing Enterprise Service Desk support
  • Experience with current Service Desk software and hardware technologies
  • Knowledge of Service Desk and Contact Centre environment
  • Competent in MS Office and other standard software
  • Analytical and diagnostic skills
  • ITIL v3 Foundation preferred
  • BS and/or equivalent work experience 


This position requires a successful drug screen and background check. To be considered for the position you must be eligible to work in the United States without sponsorship. We do not provide relocation assistance.


Be a Part of the PCN Team

Inquisitive. Honest. Collaborative. Our customers use these words to describe the PCN team. We understand that our employees are the foundation of our success now and in the future. Because of this, we encourage our team members to be individuals, supporting teamwork, entrepreneurism, and authenticity. We look for individuals who seek enriching experiences and challenges in their projects and career. Our philosophy of a successful employee includes making resources and tools readily available such as mentors and continuing education to facilitate long term success. For open positions at PCN, please visit https://careers-pcn.icims.com/jobs.


PCN is a rapidly growing IT services company based in Center City Philadelphia.  We support our customers in over 20 countries and strive to be the top DDI managed service provider in the world. Visit our website www.PCN-inc.com for more information.


Equal Employment Opportunity Policy Statement

PC Network provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, PC Network complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.


PC Network expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of PC Network employees to perform their job duties may result in discipline up to and including termination. 

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