Level 1 Service Desk Analyst

Senior Talent Acquisition Specialist at Tech One IT

Role: Level 1 Service Desk Analyst

Location: 5000 W. Carefree Highway Phoenix AZ 85086

Duration: Long Term Contract

Position Description

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.

• Provide first-level support for inbound incidents and service requests from internal and external end users.
• Manage the technical support e‑mail 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 an 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, e‑mails, 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.

• 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

Additional Information

Monday through Friday in person position at the Phoenix headquarters location (5000 W. Carefree Highway Phoenix AZ 85086).

• Entry level

• Contract

• Information Technology, Business Development, and General Business
• Information Services