HelpDesk Support Analyst

Career Evolutions - Scottsdale, AZ (30+ days ago)4.9


Career Evolutions is looking for a HelpDesk Support Analyst for a fast-growing company headquartered in Scottsdale, AZ. Contract Opportunity with a competitive compensation up to $24 per hour.

If you’re looking to join a fast-growing company where your work will have a direct impact on the organization and its suppliers, partners, and customers then this may be the right opportunity for you.

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

RESPONSIBILITIES

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
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
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

QUALIFICATIONS & REQUIREMENTS

Bachelor’s degree or equivalent experience; a degree in Information Technology is preferred
3+ years’ experience in a Help Desk or call center environment
Demonstrates 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
Proficient in Microsoft Windows OS & Office
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.