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Idealforce
Austin, TX
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Job Description :
IDEALFORCE have three Contract positions available immediately for Service Desk Analyst to join our customer in Phoenix Arizona. This is an ONSITE 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 position.


Description of Duties
As a Help Desk Analyst you will be responsible for the day to day support our Clients. By leveraging your customer service skills, technical training and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.

-Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
-Maintain end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.
-Assists with the development and improvement of work instructions, procedures, standards and documentation.
-Exceptional attendance is a must.
-Mentor and assist with training other Help Desk Analysts.
-Assists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.
-Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
-Provide feedback of intelligence gained through customer interactions.
-Professionally respond to telephone calls, emails, chats and voicemails for customer support.
-Technical writing experience.
-Innovative, team-oriented problem solver.
-Strong commitment to providing quality service.
-Excellent interpersonal, negotiation and communication (verbal and written) skills.
-Excellent organizational, time management and follow through skills.
-Ability to manage multiple competing priorities.
-Unwavering commitment to providing customers with an exceptionally high quality experience.
-Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology.
-Remotely troubleshoot networking, server, and end user desktop incidents.
-Be an active participant in the incident management and service request processes.
-Experience working with Google Suite and Email.
-Mobile Device Operation Systems (Android, iOS, Windows Phone
-Experience troubleshooting Microsoft Desktop Operating Systems.

Physical Requirements:
While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The employee is frequently required to move about and reach for items. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Types of tools you need to have experience with:
-Google, Microsoft Office, Adobe Products, Windows 7 and Windows 10.
-Mobile devices android and apple.
-MAC experience preferred.

years of experience:
-At least 1-3 years.

A?DDITIONAL 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.
- Most of our positions require Candidate to clear the Background check prior to commencing the assignment.
- Candidate should clear the Background check prior to commencing the assignment.

SOURCER ASSIGNED: ; Email: joseph dot shelton at


Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.