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Service Desk Analyst - Phoenix, United States - Virtual
Description
Vaco is partnered with an enterprise client ($15B+) to support hiring initiatives on 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.
Performs other job-related duties as assigned or apparent.
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