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Service Desk Analyst

  • Location: Scottsdale, 85255
  • Job Type:Contract

Posted 16 days ago

Our client, a leading retain company headquartered in Scottsdale, AZ is in search of 3 Service Desk Analysts to join their growing team.  If you have experience tracking and resolving trouble tickets in ServiceNow, Heat, or similar system, this job is for you.

Duration: 6+ months, possible contract to hire
Location: 100% remote to start, but onsite work will be required when the client returns to the office.
Key Skills: Service Desk, ServiceNow, hardware, software, networking, VOIP phone systems, mobile devices, and remote desktop configurations.

Job Description:
A Service Desk Analyst will evaluate telephone, voice mail, e-mail and in-person inquiries from users, including, but not limited to, hardware, software, networking, VOIP phone systems, mobile devices, and remote desktop configurations. 

Essential Duties and Responsibilities:

  • Provides answers to common technical questions, restores service, performs routine procedures to resolve a high percentage of inquiries, and routes more complex issues to a higher level of support.
  • Follows Information Technology Infrastructure Library (ITIL) processes and procedures.
  • Tracks and monitors the status of open incidents/requests.
  • Ensures vendor procedures are completed when issues arise; contacts vendors for resolution; ensures vendor adheres to service level agreements; tracks and follows up with vendor and customer.
  • Performs operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
  • Completes work in a timely and accurate manner while providing exceptional customer service.
  • Stays current on the latest industry technologies, trends and strategies.
  • Other duties as assigned.



  • This position requires one year of customer service experience.
  • Software/hardware support experience is preferred.
  • Knowledge of PC hardware and computer operating systems, including, but not limited to, Windows and IOS, is required.
  • Previous experience with Automated Call Distribution is preferred.
  • SAP troubleshooting experience is beneficial.
  • Demonstrated ability to communicate across all levels of the organization is necessary; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required.
  • Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.
  • The ability to work both independently and within a team is necessary.
  • The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential.
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
  • Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.


Educational Requirements:

  • This position requires an associate’s degree or equivalent experience.
  • Additional college-level information technology or business-related courses are beneficial.
  • Software/hardware certifications are a plus.


Work Days:

Normal work days are Monday through Friday. Occasional Saturdays and Sundays may be necessary.

Work Hours:

Occasional overtime (more than forty hours per week) may be necessary.  Schedules are subject to change.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.