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Service Desk Analyst
2 months ago
Position: Service Desk Analyst
Location: Scottsdale, AZ
Work Model: Hybrid Model (3 Onsite / 2 Remote, and Saturdays on a rotational basis amongst the team)
Duration: 6 - 12+ month contract, will go longer (Contract to Perm is ideal)
Hourly Rate: 23/hr - 27/hr (max)
What You Will Do:
- Phone Support / Remote Support / 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.
- Ticketing System is ServiceNow (SNOW) - not required, but open to any others.
- 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.
What Gets You The Job:
- This position requires one year of customer service experience. Software/hardware support experience is preferred.
- Phone Support experience.
- Knowledge of PC hardware, computer operating systems and software is required.
- Previous experience with Automated Call Distribution preferred.
- Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.
Please send your resume to Dave Lim, Senior Technical Recruiter for immediate consideration.
Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders – bringing you opportunity coupled with personal growth, and professional development Join us. Let us catapult your career
Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
