Service Desk Analyst

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

SKILLS:

- 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

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 pete dot tylor 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.