Service Support Analyst Scottsdale,  AZ Our Team - Career Evolutions

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Service Support Analyst

Job Title
Service Support Analyst
Job ID
Scottsdale,  AZ
Other Location
Career Evolutions is looking for a Service Support Analyst for a fast-growing company headquartered in Scottsdale, AZ. Contract-to-hire opportunity with a compensation up to $25 an hour.
Job Title: Service Support Analyst
Job Summary:
Provides support for basic incident resolution and requests reported to the Company’s Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. Responsible for collecting information through a customer conversation, accessing support tools, and additional support staff. Problems beyond the scope of their ability or responsibility are resolved by engaging other resources in a timely manner
  • Interacts with vendors’ and partners’ technical support teams
  • Provides prompt & professional technical & application support to the franchise community
  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
  • Uses the appropriate CTI (Category, Type, and Item) categories for logging incidents and requests.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
  • Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
  • Maintains and protects confidentiality with regard to all aspects of customer care and employee information
  • Works with other members of the IT department on projects and initiatives as needed
  • Participates in monthly on-call rotation for after-hours emergency issues
  • Researches and identify bugs within the software and report to the MSI software developer
  • Additional duties as required or requested by the CIO or Director of Infrastructure & Operations
Skills & Qualifications:
  • Demonstrates excellent customer service through both written and verbal skills
  • Proven ability to manage multiple projects with competing deadlines
  • Demonstrates strong analytical and problem-solving skills
  • Ability to work a flexible shift and be available for weekends and overtime if needed
  • Proficient in Microsoft Windows OS & Office
  • Demonstrates a positive, self-starter attitude
  • Knowledge of PCI-DSS is preferred but not required
  • Demonstrates ability and desire to learn the company’s Service Desk terminology
  • Demonstrates ability to learn customer support processes and techniques
  • Bachelor’s degree or equivalent experience; a degree in Information Technology is preferred
  • 3+ years’ experience in a help desk or call center environment

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