IT Help Desk Analyst​/Call Center Analyst – Placement

IT Help Desk Analyst / The Call Center Analyst – This is a very urgent requirement with immediate placement.

No Corp to Corp candidates – only W2 or 1099 candidates. Local Candidate only

Job Title: IT Help Desk Analyst / The Call Center Analyst)

Location: Phoenix, AZ

Interview: Either Web Cam, Phone or In Person

Duration: Long Term

• Promptly answer help desk phone and respond to help desk emails.
• Escalate issues to senior staff members by assigning Service Now incidents to the appropriate technical resource.
• Perform agency computer repairs, as needed, install software/updates on agency computers as needed.
• Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports.
• Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick‑up and delivery.
• Create Service Now incidents for all phone and email requests.
• Provide assistance with cable clean‑up, installations, data center cleaning, moving or racking of equipment Articulate, or other eLearning development software.

• Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
• Escalates issues in accordance with defined procedures.
• Assists users through problem solving steps.
• Uses technical databases to research problems, and talks with co‑workers to research problem and find solution.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
• Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Follows quality standards.
• Able to work in a team environment.
• Completes assigned tasks.
• Strong communication skills; both written and spoken.

Thanks.