Service Desk Analyst

Service Desk Analyst

Location: Phoenix, AZ – On Site

Only Locals

Service Desk Analysts assigned to the Service Desk team are responsible for the day‑to‑day support of internal and external clients. Leveraging customer service skills, technical training, and an understanding of current technologies, you will solve a wide variety of challenges in a fast‑paced environment managed using ITIL methodology.

• Provide first level support for inbound incidents and service requests from internal and external end users.
• Manage the technical support email inbox.
• Maintain end‑to‑end responsibility for customer support needs, providing timely, reliable, and courteous service.
• Assist with development and improvement of work instructions, procedures, standards, and documentation.
• Answer inbound phone calls from internal and external clients.
• Maintain appropriate skill level to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Respond professionally to telephone calls, emails, chats, and voicemails for customer support.

• Exceptional attendance.
• Innovative, team‑oriented problem solving.
• 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.

• Customer support experience.
• Answering client phone calls and active listening.
• Responding and adapting to different types of characters.
• Multi‑tasking, prioritizing, and managing time effectively.

• Seniority Level: Entry level
• Employment Type: Full‑time
• Job Function: Information Technology
• Industries: Software Development