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Service Support Analyst II (Contract)

Job Title
Service Support Analyst II (Contract)
Job ID
1021385
Location
Scottsdale,  AZ
Other Location
Description

Career Evolutions is looking for a Service Support Analyst II for a fast-growing health-wellness company based in Scottsdale, AZ. It's a contract-to-hire opportunity with a compensation up to $24 per hour.

As a Service Desk Support Analyst, you will provide support for basic incident resolution and requests reported to the service desk. Your responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. You are also responsible for collecting information through a customer conversation, accessing support tools, and additional support staff. Problems beyond the scope of their ability or responsibility you need to resolve by engaging other resources in a timely manner.
 
RESPONSIBILITIES:

  • Interact with vendors’ and partners’ technical support teams.
  • Provide prompt & professional technical & application support to the the user community around the nation.
  • Address and resolve 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.
  • Use the appropriate CTI (Category, Type, and Item) categories for logging incidents and requests.
  • Create 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.
  • Ensure the end-to-end customer experience and provide a single point-of-contact for the customer.
  • Analyze and resolve incidents and requests regarding use of application software or hardware. Log and track incidents and requests from identification through resolution.
  • Follow up with other support staff involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases.
  • Grow general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Maintain and protect confidentiality with regard to all aspects of customer care and employee information.
  • Work with other members of the IT department on projects and initiatives as needed.
  • Participate in monthly on-call rotation for after-hours emergency issues.
  • Research and identify bugs within the software and report to the MSI software developer.
  • Additional duties as requested.

 

SKILLS & QUALIFICATIONS:

  • Bachelor’s degree or equivalent experience; a degree in Information Technology is preferred
  • 3+ years’ experience in a Help Desk or Call Center environment
  • Demonstrate excellent customer service through both written and verbal skills
  • Proven ability to manage multiple projects with competing deadlines
  • Ability to work a flexible shift and be available for weekends and overtime if needed
  • CompTIA Certifications: A+ or Network+; Microsoft Certifications: MTA or MCSA (Only 1 Cert. Preferred)
  • Knowledge and Troubleshooting experience of POS Systems (Plus)

 

Founded in 2008, Career Evolutions is a leading Executive Search based in Scottsdale, Arizona. Career Evolutions provides products and services to identify top talent, develop employees, and maximize human capital to enhance the bottom line. For more info, please visit www.careerevolutions.net, check out our Current Opportunities, and contact us via phone 480.626.5253.

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