Help Desk Analyst Remote

Job Title: Help Desk Analyst

Location: Remote (Phoenix, AZ)

Job Type: Contract 6 Months (Possibility of extension)

Interview Mode: In person

Responsibilities:

• Provides technical assistance and support for incoming queries and issues
• Responds to queries over the phone, email messages from customers seeking help, ask questions to determine the nature of the problem, and walks customers through the problem-solving process.
• Re-assign and/or escalate tickets to other team members as necessary. Assists with data integrity compliance audits. Runs reports to show data integrity errors. Works with users to maintain data integrity standards.
• Documents, updates and communication internal processes as required.
• Problem resolution for complex issues in a timely manner or escalates tickets to management or next support tier as appropriate. Monitors internal customer service desk ticketing system.
• Provides support/orientation to new users.

Knowledge of:

• Customer Service Principles: Deep understanding of "world-class" service delivery and client-focused solution techniques.
• Technical Support Frameworks: Familiarity with the ServiceNow ticketing environment and general IT support hierarchies (Tiers 1, 2, and 3).
• Enterprise Software: Knowledge of ERP systems and specialized HR/Talent Management software like PageUp.
• Data Governance: Understanding of data integrity standards, audit compliance, and the importance of accurate reporting.

Skills in:

• Analytical Troubleshooting: The ability to perform triage, diagnose system related issues, and isolate the root cause of complex technical problems.
• Communication & Pedagogy: Skilled in "walking" non-technical users through problem-solving steps via phone or email and providing orientation to new users.
• Technical Writing: Proficiency in documenting internal processes and creating clear, actionable updates for problem resolution.
• Platform Management: Skill in navigating and monitoring internal service desk applications to ensure no request is overlooked.

Abilities to:

• Active Listening: The ability to ask targeted questions to determine the nature of a problem and gauge the user's technical proficiency.
• Prioritization & Escalation: Ability to judge the severity of a ticket and determine when to re-assign or escalate it to management or a higher support tier.
• Attention to Detail: Ability to run reports and identify subtle data integrity errors to maintain system standards.
• Time Management: Ability to provide resolutions for complex issues in a timely manner while maintaining a high volume of ticket documentation.

Required experience:

• 1 year of experience with Help desk or troubleshooting
• Experience with serviceNow - ticket managing system