Service Desk Analyst I

About the role

Our client is looking for a Level 1 Service Desk Analyst for a year long contract opportunity.

Position Summary

The Level 1 Service Desk Analyst provides first-line technical support for end users, leveraging strong customer service skills, technical knowledge, and a solid understanding of modern technologies. Operating within an ITIL-aligned framework, this role involves resolving a wide range of technical issues and fulfilling service requests in a fast-paced enterprise environment.

Responsibilities

• Provide first-level support for inbound incidents and service requests via phone, email, chat, and voicemail.
• Manage and monitor the central IT support inbox to ensure timely ticket creation and assignment.
• Maintain end-to-end ownership of user issues, delivering reliable, professional, and courteous resolution.
• Adhere to established Service Level Agreements (SLAs) for incident response and resolution.
• Assist in creating and improving technical documentation, standard operating procedures (SOPs), and knowledge base articles.
• Capture and communicate insights gained from user interactions to support continuous service improvement.

Required Skills

• Exceptional attendance, punctuality, and reliability.
• Strong team-oriented mindset with innovative problem-solving abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, time-management, and prioritization skills to manage competing tasks.
• Unwavering commitment to delivering a high-quality end-user experience.

Preferred Skills

• Technical writing skills for documentation and KB creation.
• Familiarity with legacy, current, and emerging hardware, software, and peripheral technologies.

Required Experience

• Background in customer service or technical support roles.
• Proven experience handling inbound support calls with active listening and clear communication.
• Demonstrated ability to adapt to diverse user needs and technical skill levels.
• Hands-on experience multi-tasking and prioritizing workloads effectively.

Preferred Experience

• Prior experience in an IT service desk or end-user support environment.
• Hands-on exposure to cloud productivity tools and messaging platforms (e.g., Google Workspace/Gmail).
• Basic experience remotely troubleshooting network, server, and desktop operating system issues.
• Familiarity with ITIL-based incident management and service request workflows.

Pay and Schedule

• Location: Phoenix, Arizona
• Job type: Contract
• Salary: $17 - 19 per hour
• Work hours: 8am to 5pm