Service Desk Analyst

Overview This role is for a Service Desk Analyst located in Phoenix, United States. The first 7–10 days are onsite for training; thereafter the position can be performed remotely. Responsibilities Provide timely hardware, software, voice, and network help desk support to all agency personnel through all available communication channels. Troubleshoot issues presented by customers using all available tools and resources. Act as the primary customer contact for the status of assigned tickets until the problem is resolved and the ticket is closed. Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center or Service Desk. Create incident and request tickets, validate customer information, and accurately record details of the issue/request, including customer interaction and actions taken. Participate in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk. Create, update, and review existing and new knowledge base articles based on call received. Identify trends or patterns in reported issues and update and maintain the knowledge base as appropriate. Qualifications 2 years’ experience providing technical support in a call center environment. 2 years’ experience providing hands‑on desktop support. Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred. Knowledge & Skills Ideal candidate will have knowledge of: Clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory, Google accounts, VPN accounts, and standard agency desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops). Agency ticketing system and ITIL principles. #J-18808-Ljbffr Novalink Solutions