Service Desk Analyst

Solü Technology Partners; Phoenix (AZ); On-site; USD 48,000 - 62,000; Full time

Job summary

Solü Technology Partners is seeking an experienced Service Desk Analyst to join our local team in Phoenix, Arizona. The role focuses on level-one support via calls, email, and chat, addressing hardware, software, and network issues for agency personnel, and maintaining ticketing system records.

You will be the primary contact for ticket status, escalate unresolved incidents, and participate in knowledge base updates and process improvements to boost service efficiency and user satisfaction.

Qualifications

• Experience providing technical support in a call center environment.
• Hands-on desktop support experience.
• Strong knowledge of Windows operating systems and MS Office applications.

Responsibilities

• Provide level-one help desk support via calls, email, and chat for hardware, software, and network issues.
• Troubleshoot customer issues using available tools and resources.
• Be the primary contact for ticket status until resolution and closure.
• Escalate incidents that cannot be resolved at the first level to appropriate teams.
• Create and log accurate incident details in the ticketing system and contribute to knowledge base.

Skills

Windows OS

ServiceNow

Microsoft Office

Google Workspace

Call center experience

Desktop support

Tools

ServiceNow

Google Workspace

Job description

Employment Requirements

This opportunity is not open to C2C relationships or visa sponsorship.

This opportunity is for local candidates only.

Job Description

DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for providing level-one support by responding to incoming calls from the DTS Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support (email and chat included) regarding: clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.) for the agency.

Responsibilities

• Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
• Troubleshoot issues presented by customers using all tools and resources available.
• Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed.
• Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.
• Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system.
• Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.
• Create, update, and review of existing and new knowledge base articles based upon call received.
• Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate.
• Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.

Qualifications

• Windows Operating Systems
• ServiceNow
• Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
• Google Workspace including Gmail, G-Suite, Drives, etc.
• 2 years’ experience providing technical support in a call center environment.
• 2 years’ experience providing hands-on desktop support.

Preferred Qualifications

• Active Directory
• Remote virtual desktop
• ServiceNow
• Google Workspace
• Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service)

*Solü Technology Partners provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.