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Service Desk Analyst
Ref No.: 18-07156
Location: Phoenix, Arizona
Position Type:Contract
Start Date / End Date: 09/12/2018 to 06/30/2019
  • As a Help Desk Analyst you will be responsible for the day to day support of PDS Help Desk Clients. By leveraging your customer service skills, technical training and having an understanding of today's technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.
  • Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
  • Maintain end to end responsibility for customer's support needs providing timely, reliable, and courteous service.
  • Assists with the development and improvement of work instructions, procedures, standards and documentation.
  • Exceptional attendance is a must
  • Mentor and assist with training other Help Desk Analysts
  • Assists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.
  • Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
  • Provide feedback of intelligence gained through customer interactions.
Required Skills
  • Professionally respond to telephone calls, emails, chats and voicemails for customer support
  • Technical writing experience
  • Innovative, team-oriented problem solver
  • Strong commitment to providing quality service
  • Excellent interpersonal, negotiation and communication (verbal and written) skills
  • Excellent organizational, time management and follow through skills
  • Ability to manage multiple competing priorities
  • Unwavering commitment to providing customers with an exceptionally high quality experience
  • Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology
  • Remotely troubleshoot networking, server, and end user desktop incidents
  • Be an active participant in the incident management and service request processes
  • Experience working with Google Suite and Ema