Service Desk Analyst

2 weeks ago


Phoenix, United States Virtual Full time
Vaco is hiring a Service Desk Analyst to support a client as they expand their team. In this position you will provide frontline support and incident diagnosis our client applications, endpoints, and infrastructure. You will act as a single point of contact for our end users, triaging and documenting inbound interactions, and manage ticket routing and incident resolution with other IT resources. This role will be part of a new team to support a later shift from 5p – 2a CST and will provide support for field technicians and equipment (tablets, mobile devices, etc).
Position Responsibilities:
  • Respond to incoming interactions initiated through standard support channels
  • Identify and triage reported incidents and fulfill service requests
  • Use the IT Service Management toolset to accurately document all incoming interactions and resolutions
  • Research support issues when resolutions are not readily attainable through available resources
  • Work to consistently improve call handling, documentation quality, overall user experience, and resolution process
  • Facilitate support intake that arrives through asynchronous channels
  • Train onboarding team members to properly handle some of their day-to-day responsibilities
  • Contribute to the department’s continual improvement and knowledge management initiatives
Requirements:
  • 3+ years supporting a decentralized user base in a virtual support environment
  • Strong experience and understanding of ITSM tools and ticketing processes
  • Outstanding customer service and support
  • Ability to communicate technical information to non-technical users
  • Excellent listening, interpersonal, written, and oral communication skills


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