Service Desk Analyst(34981)

Service Desk Analyst

IDEALFORCE has a contract-to-hire position available immediately for a Service Desk Analyst to join our customer in Phoenix, Arizona. This is an on-site position. Please find below additional details about this job. Kindly respond with your most up-to-date resume if you would like to pursue this opportunity. Client is considering only local candidates for this role. 8 hour shifts between the hours of 6:45 AM-5:30 PM. Two position times will be staggered.

Job Description

Environment:

• Inbound and outbound call center for IT issues; no cold calling.
• Support ADOT's approximately 4000 employees, MVD authorized third party vendors, other state agencies needing to connect to ADOT, etc. This is not a call center that typically receives "general" public phone calls; calls are specific to authorized users of ADOT systems.
• SD staff consists of eight positions plus a manager (these contractors would be two of the eight).
• ADOT has a Microsoft Windows environment heavily laced with ThinClients and Citrix.
• SD focus is customer service excellence.

Job Description:

Knowledge: Thorough working knowledge of service offerings, customer service principles and processes, back-office server applications, 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, and any other computer-related technologies.

Qualifications

- Strong customer service skills.

- Excellent interpersonal, written and oral communication skills.

- Excellent problem-solving skills and attention to details.

Abilities:

• Demonstrated ability to balance, prioritize and organize multiple tasks.
• Demonstrated ability to work collaboratively in teams and across organizations.
• Demonstrated ability to synthesize feedback and adjust plans accordingly.
• Demonstrated ability to build strong relationships inside and outside the organization.
• Demonstrated ability to resolve incidents/problems efficiently and effectively, recognizing customers' competence levels, and able to approach each level appropriately.
• Associate's degree plus three or more years of information technology experience (or equivalent experience).

Additional Information

- "All your information will be kept confidential according to EEO guidelines". - All candidates who are authorized to work in US are encouraged to apply. - Candidates must clear the background check prior to commencing the assignment.