Service Desk Analyst Hybrid

S R International Inc; Phoenix (AZ); On-site; USD 52,000 - 65,000; Full time

Job summary

S R International Inc is seeking a Service Desk Analyst to join the team in a fast-paced call-center-like environment. The role focuses on level-one support for agency staff, including desktop, software, and account assistance, responding to calls, emails, and chats.

The ideal candidate will have hands-on desktop support experience and familiarity with Active Directory, Google Workspace, VPN, and virtual desktops. Training and growth opportunities are available in a dynamic IT environment.

Qualifications

• 2 years’ experience providing technical support in a call center environment.
• 2 years’ experience providing hands-on desktop support.
• Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred

Responsibilities

• Provide level-one hardware, software, voice, and network help desk support to agency personnel.
• Troubleshoot issues using all available tools and resources.
• Be the primary contact for status of assigned tickets until resolution.
• Escalate incidents that cannot be resolved at the Service Desk.
• Create and document tickets with accurate customer information and actions taken.

Skills

Level-One support

Customer service

Call center environment

Active Directory

Remote desktop

ServiceNow

Google Workspace

Windows OS

Microsoft Office

Tools

Remote desktop

Job description

Job Description:

Skills Required:

Level-One support and customer service

Call center environment

Preferred Skills

Active Directory

Remote virtual desktop

ServiceNow

Google Workspace

Knowledge of:

Windows Operating Systems.

ServiceNow

Microsoft Office Products (Word, Excel, Outlook, PowerPoint).

Google Workspace including Gmail, G-Suite, Drives, etc.

This ideal candidate for this position will have:

2 years’ experience providing technical support in a call center environment.

2 years’ experience providing hands-on desktop support.

Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred

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.

Essential Duties and Responsibilities include but are not limited to:

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.