Service Desk Analyst

Service Desk Analyst NovaLink Solutions

LLC - 1.0

Phoenix, AZ Job Details Contract $22 an hour 3 hours ago Qualifications Google Docs Microsoft Excel Microsoft Outlook Windows ServiceNow Full Job Description Local candidates to Phoenix only. First 7-10 days is onsite for training then remote after that.

AS A REMINDER

- Candidates must be local and available for in person interviews Job Overview 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

Pay:

$22.00 per hour

Work Location:

In person