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Service Desk Analyst

  • Location: Scottsdale, 85255
  • Salary: $25 - $28 / hour
  • Job Type:Contract

Posted 4 days ago

Job Title: Service Desk Analyst l
Location: Scottsdale, AZ 85255 - Hybrid schedule
Under direct supervision, the Service Desk Analyst I delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames.

  • Facilitate Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
  • Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.
  • Document all reported issues, troubleshooting steps and resolutions in the incident management system.
  • Provide feedback, additions and updates to the knowledge base where applicable.
  • Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
  • Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
  • Properly evaluate, troubleshoot, escalate, and document issues.
  • Complete work in a timely and accurate manner while providing exceptional customer service.
  • Other duties as assigned.
  • This position requires three years of customer service experience is required. Software/hardware support experience is preferred.
  • Knowledge of PC hardware, computer operating systems and software is required.
  • Call center experience (50+ calls a day).
  • Previous experience with Automated Call Distribution preferred.
  • SAP troubleshooting experience is beneficial.
  • Demonstrates ability to communicate across all levels of the organization; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required. Must be able to type quickly and accurately.
  • 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.
  • In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
  • Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
Educational Requirements:
  • This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.
  • ITIL knowledge preferred