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Help Desk Analyst Posted Mar 14
Alans Group LLC , Phoenix, AZ
Location: Phoenix, AZ

Duration: Long-Term

Interview Type: In-Person Interview is Must (Candidates local to the area are preferred)


- Receives calls, emails, and web inquiries for end users and other external Help Desks

- Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications

- Ensures customer contact and information is accurate on tickets

- Troubleshoots and provides solutions to frequently asked questions/requests

- Routes inquiries to appropriate teams for triage or resolution

- Updates and maintains databases

- Monitors internal customer help desk system

- Performs other duties appropriate to the assignment


Knowledge of:

- General vendor technologies

- Customer service principles

- Personal computers and common computer software applications

- General functional characteristics and capabilities of operating systems for Windows

- Basic wireless networking functionality and capability

- Basic desktop and laptop support and troubleshooting

Skill in:

- Verbal and written communication

- Establishing and maintaining interpersonal relationships

- Time management and organization

- Prioritization

- Taking a customer-centric approach to troubleshooting

Ability to:

- Synthesize feedback and adjust accordingly

- Take initiative to research or seek customer feedback to improve service

- Meet strict deadlines

- Continuously participate in process improvement practices

Employment Type: Contract

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