ITIS - Service Desk Analyst

Phacil,
Chandler, AZ, USA

Description

Looking for a rewarding and challenging career with a dynamic, growing organization? Phacil is your answer. We have an immediate need for a Service Desk Analyst to support an important government customer in Chandler, AZ.

Clearance Level (Required to Start): DHS Public Trust

Daily Job Responsibilities:

The Customer Technical Representative 1 will be primarily responsible for supporting all inbound calls. We strive to have a high rate of first call resolution but also expect our staff to follow proven processes with routing tickets to the appropriate support groups whenever possible. You will be expected to be available for any 24x7x365 shift within our environment.

Required Skills:

• Detail Oriented
• Ability to Follow Through Punctuality
• Ability to Take Constructive Criticism
• Perform other work related duties as assigned

Minimum Required Skills:

• Customer Service - experience working with customers over the phone
• The ability to follow troubleshooting documentation and support any myriad of issues throughout the environment
• Strong written and oral communication skills
• Works well in groups and is able to collaborate with remote personal at various skill levels to ensure proper consistent troubleshooting is performed

Preferred Skills (4 Max.):

• Basic windows troubleshooting
• Self-starter

Degree Required/Equivalent Experience w/o degree:

• High School Diploma plus advanced training, and 1-2 years Help / Service Desk experience (required)
• At least 3 years’ experience working in an ITIL (process improvement) environment (required)

Certification Requirements:

ITIL v3 Foundations certification (preferred)

Travel Requirement:

None

Any additional info regarding work environment (e.g. core hours, shift work, remote work, flex time, etc.):

We are a 24x7x365 operation. Training is typically Monday through Friday and you will be slotted in to an opening based on business needs once you start