- Facilitate Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
- Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.
- Document all reported issues, troubleshooting steps and resolutions in the incident management system.
- Provide feedback, additions and updates to the knowledge base where applicable.
- Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
- Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
- Properly evaluate, troubleshoot, escalate, and document issues.
- This position requires an associate degree in Computer Science, Information Technology, IT Engineering or related technical field or equivalent work experience.
- Servicenow experience preferred, must have ticketing system experience.
- ITIL knowledge preferred.
- This position requires three years of customer service experience is required. Software/hardware support experience is preferred.
- Ability to take 50+ calls per day.
- Knowledge of PC hardware, computer operating systems and software is required.
- Previous experience with Automated Call Distribution preferred.
- SAP troubleshooting experience is beneficial.
- Demonstrates ability to communicate across all levels of the organization; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required. Must be able to type quickly and accurately.
- Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.
- The ability to work both independently and within a team is necessary.
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Service Desk Analyst I - Scottsdale, United States - Irvine Technology Corporation (ITC)
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Description
Service Desk Analyst I (Hybrid)
We have an immediate need for a contract Service Desk Analyst I to join one of the nation s largest independent automotive parts retailers. The Service Desk Analyst I delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames, providing best in class service to all Customers.
Location: Scottsdale, AZ (Hybrid working 3 days onsite per week)
This job expects to pay about $20 23 per hour plus benefits.
What You Will Do:
What Gets You The Job:
Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders bringing you opportunity coupled with personal growth, and professional development Join us. Let us catapult your career
Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
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