Service Desk Analyst I

4 weeks ago

Scottsdale, Arizona, United States Discount Tire Full time
Overview

At Discount Tire, we're passionate about empowering our employees to deliver exceptional service and support to our customers. As a Service Desk Analyst I, you'll play a critical role in ensuring that our technology infrastructure runs smoothly and efficiently.

Key Responsibilities
  • Provide end-to-end support for IT service requests and incidents, ensuring timely resolution and follow-up with customers.
  • Collaborate with end-users and technology groups to analyze and resolve issues, escalating when necessary.
  • Document all reported issues, troubleshooting steps, and resolutions in our incident management system.
  • Contribute to the development of our knowledge base, providing feedback and updates as needed.
  • Follow established ITIL processes and procedures to ensure consistency and quality in our service delivery.
  • Perform operational tasks, including infrastructure, product development, and information security non-automated procedures.
Requirements
  • One year of customer service experience is required, with software/hardware support experience preferred.
  • Knowledge of PC hardware, computer operating systems, and software is essential.
  • Previous experience with Automated Call Distribution is a plus, as is SAP troubleshooting experience.
  • Ability to communicate technical ideas to a non-technical audience, both verbally and in writing, is required.
  • Must be able to type quickly and accurately, with knowledge of typical desktop computer software, including Microsoft Office and email.
  • Ability to work independently and within a team, efficiently under pressure, and present a professional demeanor is essential.
Educational Requirements

This position requires an associate degree in Computer Science, Information Technology, IT Engineering, or a related technical field. ITIL knowledge is preferred.

Discount Tire is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.

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