Reference # 19-00292 Title Service Desk Analyst
Location Phoenix, ARIZONA
Position Type Right to Hire
Experience Level Right to Hire
Start Date / End Date 20-05-2019 --- 20-11-2019
The Service Desk is critical to the success of our IT organization. Increasingly, our customers
demand the delivery of a world-class service; our delivery of that service can be the
difference between success and failure for our customers. All Service Desk Technicians are
responsible for providing technical assistance and support related to computer systems,
hardware, or software. Utilizing the Cherwell application, technicians triage, troubleshoot,
diagnose and resolve IT related support issues and dispatch and monitor Incident and
Request tickets as necessary (i.e. software applications, hardware support, Telecom, Internet,
executive support services, etc.). They log and track all requests for assistance, respond to
queries, run diagnostic programs, isolate problems, and determine and implement client
focused solutions.
Standard work hours are Monday-Friday, either 7am to 4pm or 8am-5pm. Weekly rotation
for On-Call is required.

The following responsibilities and core skills are expected for every Service Desk Technician:
Provide technical assistance and support for incoming queries and issues related to
computer systems, software, and hardware
Respond to queries over the phone
Respond to email messages for customers seeking help
Ask questions to determine nature of problem
Walk customer through problem-solving process
Support of disaster recovery solutions
Acts as liaison between business communities and IT
Intermediate remote access solution implementation and support: VPN
Document all Service activity and system maintenance documentation in our Cherwell
Ticketing system
Communication with customers is required, keeping them informed of incident
progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with other Service Delivery teams to ensure requests are routed to the proper
resource in order to be resolved quickly and efficiently
Appropriately escalate service requests that require higher levels of technical support
Stay current with system information, changes and updates

Associate or bachelor's degree in computer science or a minimum of 4 years of
equivalent work experience working within a Help or Service Desk environment
Working knowledge of a range of remote administration and diagnostic utilities
Experience working in an ITIL-driven environment with working knowledge of ITIL
principles and processes
Extensive application support experience and knowledge of business productivity
tools such as Google G-Suite, G-Mail and MS Office
Exceptional knowledge of Microsoft Operating Systems and Mac platforms
Strong knowledge of Cherwell ticketing system preferred
? Ability to independently troubleshoot new technologies as they emerge (including
software) and know when to escalate the issue in a timely manner.
Proven track record of being detail oriented, with outstanding follow-through
Able to effectively interact with all levels of the organization
Excellent oral and written communication skills
Ease in learning new skills or enhancing existing skills
Expert planning and organizing
Expert problem-solving skills, identifying the root cause of a problem
Always customer focused for all service delivery activities
Flexible and adaptable is a MUST
Attention to detail is a MUST
Demonstrated analytical and troubleshooting skills.
Shows initiative and acts independently to resolve problems while balancing other
priorities is a MUST
Must be a team player who will ask for help when stuck on an issue for an extended
time period, report mistakes ASAP and plan with teammates when necessary for
successful outcomes of IT Requests.
Must be well organized, dependable, and mainta