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Service Desk Analyst

Phoenix, AZ

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Service Desk Analyst
Req Ref No: RKA43D1-45
Location: Phoenix, AZ
Duration: 11 Months
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.
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 Email
Mobile Device Operation Systems (Android, iOS, Windows Phone)
Experience troubleshooting Microsoft Desktop Operating Systems
Types of tools they need to have experience with:
Google, Microsoft Office, Adobe Products, Windows 7 and Windows 10. MAC experience preferred. Mobile devices android and apple
Years of experience are you asking for in a qualified candidate :
at least 1-3 years
While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone.
The employee is frequently required to move about and reach for items.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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