Service Desk Analyst

Talent Groups; Phoenix (AZ); On-site; USD 45,000 - 60,000; Full time

Job summary

Talent Groups is seeking a Level 1 Support professional to provide timely hardware, software, voice, and network support in a fast-paced environment. You will handle requests via phone, email, chat, and ticketing systems, document steps, and escalate when needed.

Ideal candidates have strong troubleshooting skills, familiarity with ServiceNow, Windows OS, and both Microsoft and Google productivity suites, plus 2+ years in a call center or service desk setting.

Qualifications

• Proficiency with Windows OS and common business apps.
• Experience with ServiceNow and ticketing systems.
• Strong knowledge of Office Suite and Google Workspace tools.

Responsibilities

• Provide Level 1 hardware, software, voice, and network support.
• Respond to service requests via phone, email, chat, and tickets.
• Troubleshoot issues using tools/resources and own tickets to resolution.

Skills

Windows OS

ServiceNow

Microsoft Office Suite

Word

Excel

Outlook

PowerPoint

Google Workspace

Gmail

Google Drive

G-Suite apps

VPN & VDI

Troubleshooting

Tools

ServiceNow

Ticketing systems

Job description

• Provide timely Level 1 hardware, software, voice, and network support.
• Respond to service requests through phone, email, chat, and ticketing systems.
• Troubleshoot technical issues using available tools and resources.
• Maintain ownership of assigned tickets through resolution and closure.
• Escalate and route issues that cannot be resolved at the Service Desk.
• Create and maintain accurate incident and request tickets in the ticketing system.
• Document customer interactions, troubleshooting steps, and resolutions.
• Create, update, and review Knowledge Base articles.
• Identify recurring issues and trends and update the Knowledge Base accordingly.
• Participate in projects focused on improving customer service, efficiency, and productivity.

Required Knowledge

• Windows Operating Systems
• ServiceNow
• Microsoft Office Suite:
• Word
• Excel
• Outlook
• PowerPoint
• Google Workspace:
• Gmail
• Google Drive
• G-Suite/Google Workspace applications
• VPN and virtual desktop environments
• Basic hardware, software, voice, and network troubleshooting

Preferred Experience

• 2+ years of technical support experience in a call center/service desk environment.
• 2+ years of hands-on desktop support experience.
• Experience working with ticketing systems, preferably ServiceNow.
• Strong customer service and communication skills.
• Ability to troubleshoot, document, prioritize, and resolve technical issues effectively.

Preferred Certifications/Training

Advanced technical training or certifications in areas such as: