What are the responsibilities and job description for the Onsite Technical Support/Level 1 Service Desk Analyst (Phoenix AZ) position at Jobs via Dice?
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- Service Desk Analysts assigned to the Service Desk team are responsible for the day to day support of internal and external clients.
- By leveraging your customer service skills, technical training, and having an understanding of today's technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.
- Help Desk Analysts 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 from internal and external clients.
- Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
- Provide feedback of intelligence gained through customer interactions.
- Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
- Exceptional attendance is a must.
- 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.
- Technical writing experience.
- Knowledge of legacy, existing, and new PC hardware and software technology.
- Customer support experience.
- Answering client phone calls and active listening.
- Responding and adapting to different types of characters.
- Multi-tasking, prioritizing, and managing time effectively.
- Experience in an IT environment and end-user support role.
- Working with Google Suite and Google Email.
- Remotely troubleshooting networking, server, and end user desktop incidents.
- Experience with incident management and service request processes.
- High School Diploma
- Associate's or bachelor's degree in computer science, information systems, or similar.
- Monday through Friday in person position at the Phoenix headquarters location (5000 W. Carefree Highway Phoenix Az 85086).
- Customer Service experience
- Experience with an IT environment
- Answering client calls
- Associates or Bachelors degree