Service Desk Analyst
Phoenix, AZ
6 month
GC/GC EAD/USC ONLY
LOCALS ONLY
W2 ONLY
. Environment:
o Inbound and Outbound call center for IT issues; no cold calling.
o Support ADOT’s approximately 4000 employees, MVD Authorized Third Party vendors, other State Agencies needing to connect to ADOT, etc. This is not a call center that typically receives “general” public phone calls; calls are specific to authorized users of ADOT systems.
o SD staff consists of eight positions plus a manager (these contractors would be two of the eight).
o ADOT has a Microsoft Windows environment heavily laced with ThinClients and Citrix.
o SD focus is customer service excellence.
• Job Description:
o KNOWLEDGE: Thorough working knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technologies.
o SKILLS:
? Strong customer service skills.
? Excellent interpersonal, written and oral communication skills.
? Excellent problem-solving skills and attention to details.
o ABILITIES:
? Demonstrated ability to balance, prioritize and organize multiple tasks.
? Demonstrated ability to work collaboratively in teams and across organizations.
? Demonstrated ability to synthesize feedback and adjust plans accordingly.
? Demonstrated ability to build strong relationships inside and outside the organization.
? Demonstrated ability to resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately.
• Associate’s degree plus three or more years of information technology experience (or equivalent experience).
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Posted by: "Eshwar Yerram" <eshwar@3ktechnologies.com>
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