Service Desk Analyst

Overview

Hybrid
$10 - $20
Contract - Independent
Contract - W2
Contract - 6 Month(s)

Skills

Call Center
Customer Service
Service Desk
Microsoft Windows 7
Microsoft Operating Systems

Job Details

Service Desk Analyst Phoenix, AZ (2 Days/ Week Onsite)

A support Desk Technician with a customer centric approach to problem solving. This team member will assist in supporting ADOT (Arizona Department of Transportation) ITG s (Information Technology Group) Support Desk. The Service Desk is in operation from 7:00am - 5:30pm Monday - Friday, excluding State holidays. Resources will need to be available for an eight hour shift during this time frame. The service desk supports internal customers at ADOT. These customers range from field workers to the Director. The Service desk is the first interaction the customer has with ITG. Candidates submitted to this position will need to be able to understand/document customer needs, troubleshoot with customer, and have a broad understanding of IT services structure to escalate calls. ITG supports desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, MVD third party software applications, internally developed custom applications, etc.

  • Experience in a call centre supporting Windows 7 and 10 and Office2013.
  • Working knowledge of customer service principles and processes
  • Knowledge of desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, ISO27000/NIST 800 security concepts, and any other computer-related technologies
  • Minimum 6 months to 1 year current working experience in an IT field
  • Strong Customer Service Skills
  • Excellent interpersonal, written and oral communication skills
  • Ability to work collaboratively in teams and across organizations
  • Ability to synthesize feedback and adjust plans accordingly
  • Ability to develop and write technical documentation
  • Ability to evaluate and test emerging technologies
  • Ability to apply creative solutions to business problems to ensure business needs are most effectively met
  • Resources will be working in a professional environment and will be held to a dress code standard
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.