Service Desk Analyst

Job Description

• Inbound and Outbound call center for IT issues; no cold calling.

• Calls are specific to authorized users of ADOT systems who had their systems refreshed.

• Service Desk focus is customer service excellence.

• Customer service principles and processes, desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application

Qualifications

• Experience in a call center supporting Roll outs of Windows 7 and 10 and Office 2013.

• Working knowledge of customer service principles and processes, 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.

• Associate's degree plus three or more years of information technology experience (or equivalent experience).

Preferred Skills

• Strong customer service skills.

• Excellent interpersonal, written and oral communication skills.

• Excellent problem-solving skills and attention to details.

• Demonstrated ability to balance, prioritize and organize multiple tasks

• Demonstrated ability to work collaboratively in teams and across organizations and with vendors.

• 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.

Additional Information

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. 

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

THIRD PARTY CANDIDATES:

Email your candidate/s resume to  joseph dot shelton at idealforce.com along with the following details: Rate, Current location and Availability.

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.