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Reference # : 19-00096 Title : Service Desk Analyst
Location : Phoenix, AZ
Position Type : Contract
Experience Level : Start Date / End Date : 03/11/2019 / 06/30/2019  
Description
Description of Duties:
Position will be under general supervision and be responsible for providing level one telephone support by responding to incoming calls from General/Password/Dispatch/VO/Cellphone queues regarding mainframe peripherals, thin clients, personal computers, personal computer peripherals, printers, telephone services, cellular services, standard agency desktop applications (Microsoft Office Suite, VDI, VPN, etc.) for the agency. Creating incident and/or request tickets requiring: Validation of customer information, prioritization and classification of incident or request and documentation of all aspects of call including customer interaction and actions taken. Troubleshoot all technical and non-technical issues presented by customers using all tools and resources available. Participate in projects to Improve customer service, efficiency, and/or productivity of the Resolution Center/ Service Desk.

JOB DUTIES:
- Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. (includes assisting new users, configuring workstations, troubleshooting standard software)
- Troubleshoot all technical and non-technical issues presented by customers using all tools and resources available
- Receive and troubleshoot: issues escalated by Help Desk Analysts; issues received through self-service; issues received via call center queues
- Responsible for: escalating and property routing incidents and requests that cannot be resolved by the Resolution Center/Service Desk; creating, updating, and review of existing and new knowledge base articles based upon call received
- Create incident and/or request tickets

Required Skills:
- Intermediate experience with Windows 7, 8, 10
- Intermediate experience with Microsoft Office Products
U.S. Locations: Global Locations:
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