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Service Desk Analyst

Company: Vitalant
Location: Scottsdale
Posted on: June 11, 2021

Job Description:

This is a 3rd-Shift position with regularly-scheduled hours of 8:00 pm - 6:00 am Sunday through Wednesday

PRIMARY PURPOSE:

Under limited supervision, this position is responsible for delivering quality service to customers by providing a single point of contact for problems and inquiries. Provides customer support, service, and technical support through analysis and problem solving over the phone, chat, and remote support. Includes initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components, collecting information through a customer conversation, accessing support tools, and consultation with additional support staff.

DUTIES AND RESPONSIBILITIES:

  • Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management.
  • Assures quality customer service to all customers.
  • Maintains good attendance and punctuality per the absence policy.
  • Establish the end-to-end customer experience and provides a single point-of-contact for the customer, owning incidents and requests through resolution.
  • Uses a variety of remote control tools to remotely troubleshoot, diagnose, research and resolve technical hardware, software, network, and telephony issues within established Service Level Agreements.
  • Assists with escalated and unresolved problems.
  • Accurately tracks and routes incident and request tickets providing thorough documentation of troubleshooting, history, and resolution. Logs all incidents and requests. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility, communicating technical information to second level support staff.
  • Installs software updates and assists users with issues/problems from a variety of sources including proprietary and MS Office applications, as well as Microsoft Operating Systems.
  • Provides end-user support of Android and iPhone including MDM registration and troubleshooting requests. Interfaces with Vendor to provide resolution to issues as required.
  • Supports a variety of computer hardware and peripherals including desktops, laptops, thin clients, tablets, hand held scanners, signature pads, cameras, laser printers, Zebra printers, scientific balances, Kronos time clocks, wireless access points.
  • Monitors the network proactively, analyzes problems and makes decisions on appropriate corrective action. Performs basic network problem resolution, acting as the contact point with network staff on more complex network and communication problems.
  • Maintains user accounts, memberships and rights within Active Directory, and proprietary systems. Maintains computer accounts within Active Directory.
  • Maintains and protects confidentiality with regard to all aspects of customer care and employee information.
  • Customizes output reports for auditing, error management and trend analysis.
  • Gathers, compiles and reports information pertaining to downtime, hardware and line problems, vendor maintenance performance, etc.
  • Writes operational procedures and knowledge articles for use by the Service Desk.
  • Manages special projects related to customer support and data integrity, as assigned.
  • Performs all other duties, at the discretion of management, as assigned.


REQUIREMENTS:

Knowledge/Education
  • Associate's Degree in Computer Information Systems, Information Technology, related field OR equivalent experience required.
  • Knowledge of various Microsoft operating systems and Microsoft Office required.
  • Advanced knowledge/understanding of computer hardware, software, servers, Active Directory, basic networking required.

Licenses/ Certifications

ITIL, Six Sigma, HDI Support Center Analyst or other relevant Service Desk / CI certification preferred.

Experience

Three years related experience required.

Skills/Abilities
  • Must possess the skills and abilities to successfully perform all assigned duties and responsibilities. Must be able to maintain confidentiality. Excellent customer service through both written and verbal communication skills. Must be self-motivated with good organizational skills. Ability to organize workload and work under pressure. Must be able to work flexible shifts. Strong computer skills. Experience working in a call center-type environment (supporting more than 1000 clients). Strong analytical and problem-solving skills. Experience using remote connectivity tools and protocols. Documenting and ticketing experience.

EEO including disability and veterans

Keywords: Vitalant, Scottsdale , Service Desk Analyst, Other , Scottsdale, Arizona

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