Service Desk Analyst

Job Title:

Service Desk Analyst

Location:

Phoenix, AZ

Contract Duration: 05 Months (from projected start date)

Work mode: 100% onsite

We are seeking a Service Desk Analyst to join a Service Desk team responsible for providing day-to-day technical support to internal and external users. This role requires strong customer service skills, technical aptitude, and the ability to work in a fast-paced environment managed using ITIL methodology.

The Service Desk Analyst will serve as the first point of contact for incidents and service requests, ensuring timely, professional, and effective resolution.

• Provide first-level support for inbound incidents and service requests.
• Manage the technical support email inbox.
• Maintain end-to-end ownership of customer support needs.
• Answer inbound phone calls, emails, chats, and voicemails professionally.
• Assist with the development and improvement of work instructions, procedures, standards, and documentation.
• Maintain skills required to meet established service levels.
• Provide feedback and insights gained through customer interactions.
• Deliver timely, reliable, and courteous customer service.

• Exceptional attendance and reliability.
• Innovative, team-oriented problem-solving mindset.
• Strong commitment to high-quality customer service.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and follow-through abilities.
• Ability to manage multiple competing priorities.
• Consistent focus on delivering an exceptional customer experience.

• Technical writing experience.
• Knowledge of legacy, current, and emerging PC hardware and software technologies.

• Customer support experience.
• Experience answering client phone calls with active listening.
• Ability to adapt communication style to different customer personalities.
• Proven ability to multi-task, prioritize, and manage time effectively.

• Experience in an IT or end-user support environment.
• Working knowledge of Google Suite and Google Email.
• Experience with remote troubleshooting of networking, server, and desktop issues.
• Familiarity with incident management and service request processes.

• High School Diploma or equivalent.

• Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field.