Job Description
Job Description
Job Title: Service Desk Analyst
Location: Phoenix, AZ
Contract Duration: 05 Months (from projected start date)
Work mode: 100% onsite
Position Description:
We are seeking a Service Desk Analyst to join a Service Desk team responsible for providing day-to-day technical support to internal and external users. This role requires strong customer service skills, technical aptitude, and the ability to work in a fast-paced environment managed using ITIL methodology.
The Service Desk Analyst will serve as the first point of contact for incidents and service requests, ensuring timely, professional, and effective resolution.
Key Responsibilities:
- Provide first-level support for inbound incidents and service requests.
- Manage the technical support email inbox.
- Maintain end-to-end ownership of customer support needs.
- Answer inbound phone calls, emails, chats, and voicemails professionally.
- Assist with the development and improvement of work instructions, procedures, standards, and documentation.
- Maintain skills required to meet established service levels.
- Provide feedback and insights gained through customer interactions.
- Deliver timely, reliable, and courteous customer service.
Required Skills:
- Exceptional attendance and reliability.
- Innovative, team-oriented problem-solving mindset.
- Strong commitment to high-quality customer service.
- Excellent verbal and written communication skills.
- Strong organizational, time management, and follow-through abilities.
- Ability to manage multiple competing priorities.
- Consistent focus on delivering an exceptional customer experience.
Preferred Skills:
- Technical writing experience.
- Knowledge of legacy, current, and emerging PC hardware and software technologies.
Required Experience:
- Customer support experience.
- Experience answering client phone calls with active listening.
- Ability to adapt communication style to different customer personalities.
- Proven ability to multi-task, prioritize, and manage time effectively.
Preferred Experience:
- Experience in an IT or end-user support environment.
- Working knowledge of Google Suite and Google Email.
- Experience with remote troubleshooting of networking, server, and desktop issues.
- Familiarity with incident management and service request processes.
Education Required:
- High School Diploma or equivalent.
Preferred Education:
- Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field.
#CB #DICE
vTech Solution Inc. is a Managed IT Services firm headquartered in Washington, DC. They specialize in a range of services including cloud computing, managed network security, and cybersecurity. Their primary focus is on providing human-centered IT solutions for government and business sectors, including federal, state, local, and education (SLED) groups, as well as commercial organizations.
vTech Solution offers services such as:
- Managed Security Services: Implementing zero-trust security frameworks to prevent cyber threats in real-time.
- Multi-cloud Management Services: Helping businesses digitally transform with smart cloud technologies.
- Infrastructure Managed Services: Creating resilient and secure infrastructure management.
- Professional Services: Providing expertise for mission-critical programs.
- Productivity and Communications: Ensuring secure and confident business connectivity from anywhere