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    Service Desk Analyst - Phoenix, United States - Virtual

    Virtual
    Virtual Phoenix, United States

    3 weeks ago

    Default job background
    Description
    Vaco is hiring a Service Desk Analyst to support a client as they expand their team. In this position you will provide frontline support and incident diagnosis our client applications, endpoints, and infrastructure. You will act as a single point of contact for our end users, triaging and documenting inbound interactions, and manage ticket routing and incident resolution with other IT resources. This role will be part of a new team to support a later shift from 5p – 2a CST and will provide support for field technicians and equipment (tablets, mobile devices, etc).

    Position Responsibilities:
    • Respond to incoming interactions initiated through standard support channels
    • Identify and triage reported incidents and fulfill service requests
    • Use the IT Service Management toolset to accurately document all incoming interactions and resolutions
    • Research support issues when resolutions are not readily attainable through available resources
    • Work to consistently improve call handling, documentation quality, overall user experience, and resolution process
    • Facilitate support intake that arrives through asynchronous channels
    • Train onboarding team members to properly handle some of their day-to-day responsibilities
    • Contribute to the department's continual improvement and knowledge management initiatives
    Requirements:
    • 3+ years supporting a decentralized user base in a virtual support environment
    • Strong experience and understanding of ITSM tools and ticketing processes
    • Outstanding customer service and support
    • Ability to communicate technical information to non-technical users
    • Excellent listening, interpersonal, written, and oral communication skills
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