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Net2Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500+ employees globally, with over 30+ locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap Right Talent Right Time Right Place Right Price and acting as a Career Coach to our consultants.Please find below the job description.Title: ServiceDesk AnalystLocation: Phoenix, AZ, 85021Duration: Full Time EmploymentJob Description:
- The Service Desk Technician is responsible for providing high quality customer service and technical support to all foundation IT users.
- This position requires support up to a Tier 2 level to users in person, on the phone and through other appropriate technologies as needed.
- This role will support the Service Desk Walk Up Desk and provide customer facing troubleshooting, client (Laptop & Phone) configuration, installation and maintenance of desktop systems and peripherals as required.
- Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT department.
- Record all customer contacts, questions, and problems in the ticketing system including impact and priority.
- Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer through resolution.
- Conduct front line problem determination using documented procedures and available tools.
- Act as customer advocate/liaison with other supporting staff.
- Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets. Document trouble tickets as escalated by Tier 1 support.
- Provide status to customers of assigned ticket.
- Install and configure Laptop & Mobile hardware and software in accordance with published policies.
- Perform asset management activities of tracking software licenses and desktop usage.
- Deployment and recovery of computer and peripheral equipment.
- Provide technical project support as necessary.
- 2-4 years of related service desk and desktop support experience, preferably in an enterprise environment.
- Proven experience in processing and resolving calls for technical support .
- A strong dedication to quality customer service, and a working knowledge of service delivery procedures .
- Ability to facilitate and support multiple tasks and real time support issues .
- Strong verbal and written interpersonal and communications skills.
- Excellent follow through and attention to detail .
- Strong problem-solving skills and decision-making ability .
- In depth knowledge of Microsoft desktop operating systems (particularly Windows 10) .
- In depth knowledge of Microsoft Office products (Office 2016, O365); Internet and E-Mail.
- In depth knowledge of enterprise laptop and desktop hardware.
- Working knowledge of Microsoft Enterprise collaboration and management tools e.g. SharePoint, Skype, Active Directory
- General knowledge of business telephone system functionalities.
- A+ Certification or equivalent experience
- America's Most Honored Businesses (Top 10%)
- Awarded by USPAAC for Fastest Growing Business in the US
- 12th Fastest Growing Staffing Company in USA by Staffing industry Analysts in the US (2020, 2019, 2020)
- Fastest 50 by NJ Biz (2020, 2019, 2020)
- INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% companies make it to this list)
- Top 100 by Dallas Business Journal (2020 and 2019)
- Proven Supplier of the Year by Workforce Logiq (2020 and 2019)
- 2019 Spirit of Alliance Award by Agile1
- 2018 Best of the Best Platinum Award by Agile1
- 2018 TechServe Alliance Excellence Awards Winner
- 2017 Best of the Best Gold Award by Agile1(Act1 Group)