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Service Desk Analyst

• Location: Scottsdale, 85255

• Salary: $25 - $28 / hour

• Job Type: Contract

Posted 7 days ago

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• Pay 25 to 28

• Function: End User Technical Support

• Job Ref: 247254

  Job Title: Service Desk Analyst l

  Location: Scottsdale, AZ 85255 - Hybrid schedule

  Overview:

  Under direct supervision, the Service Desk Analyst I delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames.

  Responsibilities:

• Facilitate Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.

• Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.

• Document all reported issues, troubleshooting steps and resolutions in the incident management system.

• Provide feedback, additions and updates to the knowledge base where applicable.

• Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.

• Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.

• Properly evaluate, troubleshoot, escalate, and document issues.

• Complete work in a timely and accurate manner while providing exceptional customer service.

• Other duties as assigned.

  Qualifications:

• This position requires three years of customer service experience is required. Software/hardware support experience is preferred.

• Knowledge of PC hardware, computer operating systems and software is required.

• Call center experience (50+ calls a day).

• Previous experience with Automated Call Distribution preferred.

• SAP troubleshooting experience is beneficial.

• Demonstrates ability to communicate across all levels of the organization; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required. Must be able to type quickly and accurately.

• Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.

• The ability to work both independently and within a team is necessary.

• The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential.

• Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.

• In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.

  Educational Requirements:

• This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.

• ITIL knowledge preferred

  Apply Now

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Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re a top 15 U.S. IT staffing firm and why our consultants rate us well above the industry average. People come to us for a job, and stay with us because of our top-notch consultant care.

For hourly W2 contract roles, MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options. Please see https://www.matrixres.com/consultants-overview/benefits-and-payroll for more information. For direct hire placement with our clients, benefits will be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.

Motion Recruitment Partners is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.