Service Desk Analyst

Location: Phoenix, AZ

A support Desk Technician with a customer centric approach to problem solving. The Service Desk is in operation from 7:00am – 5:30pm Monday – Friday, excluding holidays. Resources will need to be available for an eight-hour shift during this time frame. The service desk supports internal customers. These customers range from field workers to the Director. The Service desk is the first interaction the customer has with the IT group. Candidates submitted to this position will need to be able to understand/document customer needs, troubleshoot with customer, and have a broad understanding of IT services structure to escalate calls. The group supports desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, internally developed custom applications, etc.

• Experience in a call center supporting Windows 7 and 10 and Office2013.
• Working knowledge of customer service principles and processes
• Knowledge of desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, ISO27000/NIST 800 security concepts, and any other computer-related technologies
• Minimum 6 months to 1 year current working experience in an IT field
• Strong Customer Service Skills
• Excellent interpersonal, written and oral communication skills
• Ability to work collaboratively in teams and across organizations
• Ability to synthesize feedback and adjust plans accordingly
• Ability to develop and write technical documentation
• Ability to evaluate and test emerging technologies
• Ability to apply creative solutions to business problems to ensure business needs are most effectively met