Job Title: Senior Helpdesk Analyst
Posted by: CDI Corporation on Feb 20, 2018
Location:
Phoenix , AZJob Description:
JOB SUMMARY
Phoenix, AZ
Contract to Hire Opportunity
The Level 1 Senior Analyst is responsible for acting as a Point-of-Contact (PoC) for the Support Analysts within their assigned team.
This role provides expert technical input and direction that allows for accurate and timely resolution of customer issues and requests.
Level 1 Senior Analyst master standard operations, processes and procedures for the Service Desk.
Additionally they are a key escalation point for customer and executive issues.
Communications are comprehensive, crisp and span from assisting Level 1 Analysts when a higher knowledge base is required, to coordinating with third party vendors as optimum resolutions are determined across the customer base.
The Level 1 Senior Analyst is a detailed oriented team member with strong organizational skills, the ability to work under pressure while meeting strict deadlines and goals in a fast-paced, fluid, team-orientated environment.
Throughout all duties ensure accurate and timely information flow.
By providing leadership in Knowledge Base improvements, client updates and system alerts this role also focuses upon driving efficiencies and enhancement of the customer experience.
ESSENTIAL FUNCTIONS
Outstanding customer service skills through verbal, interpersonal and various written communication channels.
Provides team support including answering questions and handling escalated calls.
Troubleshoot complex issues, via remote access tools, relating to installation, configuration, functional support, and technical support of software, web applications, network, operating and other contractually covered systems.
Continually maintain working knowledge of all products, services and technologies.
Meet requirements to take customer calls to remain in touch with tools, policies and procedures and/or in times of high call queue (i.e. All Hands on Deck periods).
Supports accurate documentation of issues and drives key contributions standard reporting.
Maintain knowledge base and work as a Level 1 Senior Analyst
Lead by example in the areas of work ethic, personal and professional development that leads to maximum satisfaction, and performance of all assigned tasks.
Ability to work collaboratively with all level of employees, in small and large group settings.
Submit recommendations for continuous improvement of departmental processes.
Perform other duties as assigned.
PREFERRED SKILLS
A+ Certification preferred, but not required - other certifications a plus.
Knowledge of Servicenow system considered a Plus
Type: Contract
Reference ID: 367557
Phoenix, AZ
Contract to Hire Opportunity
The Level 1 Senior Analyst is responsible for acting as a Point-of-Contact (PoC) for the Support Analysts within their assigned team.
This role provides expert technical input and direction that allows for accurate and timely resolution of customer issues and requests.
Level 1 Senior Analyst master standard operations, processes and procedures for the Service Desk.
Additionally they are a key escalation point for customer and executive issues.
Communications are comprehensive, crisp and span from assisting Level 1 Analysts when a higher knowledge base is required, to coordinating with third party vendors as optimum resolutions are determined across the customer base.
The Level 1 Senior Analyst is a detailed oriented team member with strong organizational skills, the ability to work under pressure while meeting strict deadlines and goals in a fast-paced, fluid, team-orientated environment.
Throughout all duties ensure accurate and timely information flow.
By providing leadership in Knowledge Base improvements, client updates and system alerts this role also focuses upon driving efficiencies and enhancement of the customer experience.
ESSENTIAL FUNCTIONS
Outstanding customer service skills through verbal, interpersonal and various written communication channels.
Provides team support including answering questions and handling escalated calls.
Troubleshoot complex issues, via remote access tools, relating to installation, configuration, functional support, and technical support of software, web applications, network, operating and other contractually covered systems.
Continually maintain working knowledge of all products, services and technologies.
Meet requirements to take customer calls to remain in touch with tools, policies and procedures and/or in times of high call queue (i.e. All Hands on Deck periods).
Supports accurate documentation of issues and drives key contributions standard reporting.
Maintain knowledge base and work as a Level 1 Senior Analyst
Lead by example in the areas of work ethic, personal and professional development that leads to maximum satisfaction, and performance of all assigned tasks.
Ability to work collaboratively with all level of employees, in small and large group settings.
Submit recommendations for continuous improvement of departmental processes.
Perform other duties as assigned.
PREFERRED SKILLS
A+ Certification preferred, but not required - other certifications a plus.
Knowledge of Servicenow system considered a Plus
Type: Contract
Reference ID: 367557
Pay Rate:
Unspecified
HR. Website URL:
https://jobs.cdicorp.com/all-jobs?pageId=
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About CDI Corporation
CDI is a professional services company that offers Fortune 1000 clients a cost-effective, single-source provider of high-value engineering and information technology outsourcing solutions and professional staffing. With more than 50 years in the industry and annual revenues in excess of $1 billion, CDI has the expertise, speed and scale to help clients achieve a faster and higher return on capital investment. CDI Corporation is an EEO/An Affirmative Action M/F/D/V Employer.
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