Reference # 18-01979 Title Service Desk Analyst
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 14-01-2019 --- 28-02-2019
Under general supervision, this position will provide technical assistance to users from approximately 120 State agencies, boards and commissions, over 500 Arizona cooperative purchasing members and an unlimited number of suppliers (both registered and not registered with the State) for the State's electronic procurement system roll out. The position is responsible for troubleshooting technical issues from State agency and public users via telephone and e-mail, recommending solutions to Level 1 technical issues and escalating level 2 and above issues to Senior Service Desk Analysts. All issues and resolutions are required to be entered and tracked in the State's issue tracking system with appropriate coding.

Successful candidates will have experience working in call center environments with a focus on customer service. Training on the eprocurement (Ivalua) and issue tracking (Cherwell) systems will be provided. The need is expected to last 4-6 weeks (including training).