Service Desk Analyst - Phoenix, United States - Vaco

Vaco Phoenix, United States

3 weeks ago

Description

Vaco is partnered with an enterprise client ($15B+)to support hiring initiativeson their Service Desk team. In this role you will provide first-level end-user support and incident diagnosis for our client applications, endpoints, and infrastructure. You will act as a single point of contact between the end-user and other IT resources throughout the organization. This position will be responsible for documenting incoming interactions and their resolution as well as managing ticket routing and incident resolution with other IT resources. This position will be supporting CST hours and is a full remote contract through the end of 2024 with likely extensions. If you are interested in learning more about this opportunity, please reach out to a member of the Vaco team today.

Position Responsibilities:

Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.
Ability to communicate technical information to non-technical users.
Responds to incoming interactions initiated via phone.
Fulfills incoming service requests.
Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies.
Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions.
Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller's satisfaction.
Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner.
Research support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members.
Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.
Performs other job-related duties as assigned or apparent.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.

California residents may access Vaco's HR Notice at Collection for California Applicants and Employees .
Virginia residents may access our state specific policies .
Residents of all other states may access our policies .
Canadian residents may access our policies in English and in French .
Residents of countries governed by GDPR may access our policies .

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

the individual's skill sets, experience and training;
licensure and certification requirements;
office location and other geographic considerations;
other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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Service Desk Analyst - Phoenix, United States - Vaco

Description

IT Service Desk Analyst