Service Desk Analyst

Phoenix, NM - USA

Monthly Salary: Not Disclosed

Posted on: 20 hours ago

Vacancies: 1 Vacancy

Job Summary

Local candidates to Phoenix only. First 7-10 days is onsite for training then remote after that.

DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for providing level-one support by responding to incoming calls from the DTS Resolution Center phone queues self-service ticket submissions and various other methods for receiving requests for support (email and chat included) regarding: clients workstations peripherals printers telephone services cellular services Active Directory assistance Google account assistance VPN account assistance and standard agency desktop applications (Microsoft Office Suite Google Workspace VPN virtual desktops etc.) for the agency.

Essential Duties and Responsibilities include but are not limited to:

Provide timely hardware software voice and network help desk support to all agency personnel through all means available.

Troubleshoot issues presented by customers using all tools and resources available.

Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed.

Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.

Create incident and request tickets requiring validation of customer information and accurate recording of details of issue/request including customer interaction and actions taken in the division ticketing system.

Participation in projects to improve customer service efficiency and/or productivity of the Resolution Center/Help desk.

Create update and review of existing and new knowledge base articles based upon call received.

Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate.

Participation in projects to improve customer service efficiency and/or productivity of the Resolution Center/Help desk.

Knowledge of:
Windows Operating Systems.
ServiceNow
Microsoft Office Products (Word Excel Outlook PowerPoint).
Google Workspace including Gmail G-Suite Drives etc.

This ideal candidate for this position will have:

2 years experience providing technical support in a call center environment.
2 years experience providing hands-on desktop support.
Advanced technical training (A Microsoft Google Hardware Software customer service) preferred

Local candidates to Phoenix only. First 7-10 days is onsite for training then remote after that. DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for providing level-one support by responding to incoming calls fro...