Jobs via Dice
Technical Support - Level 1 Service Desk Analyst
Jobs via Dice, Phoenix, Arizona, United States, 85003
Technical Support - Level 1 Service Desk Analyst
Service Desk Analysts assigned to the Service Desk team are responsible for the day-to-day support of internal and external clients. Leveraging customer service skills, technical training, and an understanding of modern technologies, you will solve a wide variety of challenges in a fast‑paced environment managed using ITIL methodology.
Responsibilities
Provide first‑level support for inbound incidents and service requests from internal and external end users.
Manage the technical support email inbox.
Maintain end‑to‑end responsibility for customer support needs, providing timely, reliable, and courteous service.
Assist with the development and improvement of work instructions, procedures, standards, and documentation.
Answer inbound phone calls, emails, chats, and voicemails from internal and external clients.
Maintain an appropriate level of skills to handle incidents and requests in line with established service levels.
Provide feedback and intelligence gained through customer interactions.
Required Skills
Exceptional attendance.
Innovative, team‑oriented problem solver.
Strong commitment to providing quality service.
Excellent interpersonal, negotiation, and communication (verbal and written) skills.
Excellent organizational, time‑management, and follow‑through skills.
Ability to manage multiple competing priorities.
Unwavering commitment to providing customers with an exceptionally high‑quality experience.
Preferred Skills
Technical writing experience.
Knowledge of legacy, existing, and new PC hardware and software technology.
Required Experience
Customer support experience.
Answering client phone calls and active listening.
Responding and adapting to different types of clients.
Multi‑tasking, prioritizing, and managing time effectively.
Preferred Experience
Experience in an IT environment and end‑user support role.
Experience with Google Suite and Google Email.
Remote troubleshooting of networking, server, and end‑user desktop incidents.
Experience with incident management and service request processes.
Education
High School Diploma (Required)
Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field (Preferred)
Employment Type Contract (On‑site, Phoenix, AZ)
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Responsibilities
Provide first‑level support for inbound incidents and service requests from internal and external end users.
Manage the technical support email inbox.
Maintain end‑to‑end responsibility for customer support needs, providing timely, reliable, and courteous service.
Assist with the development and improvement of work instructions, procedures, standards, and documentation.
Answer inbound phone calls, emails, chats, and voicemails from internal and external clients.
Maintain an appropriate level of skills to handle incidents and requests in line with established service levels.
Provide feedback and intelligence gained through customer interactions.
Required Skills
Exceptional attendance.
Innovative, team‑oriented problem solver.
Strong commitment to providing quality service.
Excellent interpersonal, negotiation, and communication (verbal and written) skills.
Excellent organizational, time‑management, and follow‑through skills.
Ability to manage multiple competing priorities.
Unwavering commitment to providing customers with an exceptionally high‑quality experience.
Preferred Skills
Technical writing experience.
Knowledge of legacy, existing, and new PC hardware and software technology.
Required Experience
Customer support experience.
Answering client phone calls and active listening.
Responding and adapting to different types of clients.
Multi‑tasking, prioritizing, and managing time effectively.
Preferred Experience
Experience in an IT environment and end‑user support role.
Experience with Google Suite and Google Email.
Remote troubleshooting of networking, server, and end‑user desktop incidents.
Experience with incident management and service request processes.
Education
High School Diploma (Required)
Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field (Preferred)
Employment Type Contract (On‑site, Phoenix, AZ)
#J-18808-Ljbffr