Service Desk Analyst
Company: BCforward
Location: Phoenix
Posted on: January 26, 2023
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Job Description:
Service Desk AnalystBCforward is currently seeking highly
motivated Service Desk Analyst in Phoenix, AZ 85007 Job Title:
Service Desk Analyst Location: Phoenix, AZ 85007 Duration: 06
month(s) Responsibilities: Position will be under general
supervision and set up in a teleworking environment upon completion
of training and will be responsible for providing level one
technical desktop and application support by responding to incoming
calls and/or self-service tickets from phone queues and
self-service portal regarding state-issued and personal desktop
computers, laptops, tablets, smartphones, thin clients, all
peripherals, printers, telephone services, voip, cellular services,
standard agency desktop applications (Google Workspace
applications, Microsoft Office Suite, Gmail, Google Calendaring,
Google Chat and Meets, Chrome, Edge, Firefox, VMWare Horizon
virtual desktops, Cisco Any Connect VPN, Azure virtual desktops,
mainframe emulators, etc.) for the agency. Create incident and/or
request tickets requiring: Validation of customer information,
prioritization and classification of incident or request and
documentation of all aspects of call including customer interaction
and actions taken. Troubleshoot all technical and non-technical
issues presented by customers using all tools and resources
available within an allotted time frame in a call center
environment. JOB DUTIES: Provide telephone, email, chat, and remote
desktop assistance to customers with general questions and
technical assistance needs on desktop computers, laptops, tablets,
smartphones and applications including network connection
troubleshooting and assistance to both internal office staff and
the teleworking workforce. Provide timely hardware, software,
voice, and network help desk support to all agency personnel
through all means available. (includes assisting new and existing
customers with logging in and setting up desktop applications,
configuring workstations remotely, troubleshooting standard
software) troubleshoot all technical and non-technical issues
presented by customers using all tools and resources available
Receive and troubleshoot: Issues escalated by other agency
application helpdesks; issues received through self-service; issues
received via call center queues Responsible for: Escalating and
property routing incidents and requests that cannot be resolved by
the Resolution Center/Service Desk Tier 1 team; Creating, updating,
and review of existing and new knowledge base articles based upon
calls and tickets received, created, or resolved. Create incident
and/or request tickets Windows 10 PCs and Laptops - Intermediate
Gmail, Google Calendar, Google Chat/Meets, Google Workspace
applications Microsoft Office Products VMWare/Azure Virtual Desktop
Support Cisco AnyConnect Android and iOS Microsoft Active Directory
Minimum Education Level: Associate degreeInterested candidates
please send resume in Word format Please reference job code 195459
when responding to this ad.
Keywords: BCforward, Phoenix , Service Desk Analyst, Professions , Phoenix, Arizona
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here to apply!
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