Senior Service Desk Analyst 8/27/2016

vTech Solution Inc. Phoenix, AZ

Company
vTech Solution Inc.
Job Classification
Full Time
Company Ref #
29350921
AJE Ref #
576000311
Location
Phoenix, AZ
Job Type
Regular

JOB DESCRIPTION

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JOB TITLE: SENIOR SERVICE DESK ANALYST

LOCATION: Phoenix AZ 85007

DURATION: 12+ months (Strong possibility for an extension)

JOB SUMMARY:

The HRIS Service Desk is critical to the success of our 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 HRIS Service Desk Analyst are responsible for providing technical assistance and support related to YES, HRIS, MAP and Talent acquisition. Utilizing OSTicket application, Analyst triage, troubleshoots, diagnose and resolve HR related support issues. They log and track all requests for assistance, isolate problems, and determine and implement client focused solutions.

THE FOLLOWING RESPONSIBILITIES AND CORE SKILLS ARE EXPECTED FOR EVERY HRIS SERVICE DESK ANALYST:

* Provide technical assistance and support for incoming queries and issues related to HRIS, YES, MAP and Talent Acquisitions
* 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
* Acts as liaison between business communities and IT
* Document all Service activity in OS Ticket
* Communication with customers is required: keeping them informed of progress, notifying them of impending changes
* 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

KNOWLEDGE, SKILLS, & ABILITIES:

* Associate or bachelor's degree in computer science or a minimum of 4years 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 with Microsoft's entire suite of products, including Outlook/Exchange
* Exceptional knowledge of Microsoft Operating Systems
* Exceptional knowledge of Microsoft Office Suite
* Strong knowledge of OS Ticket system
* Ability to independently troubleshoot new technologies as they emerge (including software)
* 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
* Attention to detail
* Ability to maintain you cool in a stressful environment