IT HELPDESK ANALYST

Location: Phoenix, AZ
Date Posted: 07-31-2018
We are pleased to present the following job opportunity with our client!  Take a look and if you meet the requirements please submit your resume and we'll be in touch if you're a good fit!
 
Our Service Desk provides a critical interface between the Managed Services organization and  customers; this team is the launching point for all customer support communications. Technicians are responsible for receipt, analysis, documentation, escalation, and resolution of customer issues and requests related to services delivered by us.   This team is involved in major incident resolution.
 
Responsibilities include monitoring and reporting on customer systems and networks using various monitoring tools. A Service Desk Technician also handles operations duties within our datacenter.  This individual will also partner closely with our engineer teams to solve technology problems and work to resolution.  The candidate will demonstrate excellent communication, troubleshooting, and documentation skills as well as an understanding and application of computer support best practices.
 
**There are several shifts available in our Scottsdale, Gilbert and Tempe locations including first and third shift options**
 

Responsibilities 
  • Problem solve and deliver solutions to customer issues within SLAs to provide best in class customer service
  • Issue and incident documentation in Cherwell ticketing tool
  • Provide top-notch customer service via phone, email and chat in a service support center
  • Escalate and partner with engineering teams to resolve customer issues
  • Monitor enterprise systems through monitoring software (Nagios and Nimsoft)
  • Account management through Active Directory for customer environments
  • Dynamics AX and Baan ERP support

Qualifications 
Required Qualifications
  • 1+ years of IT experience.
  • Must follow our Service Desk attendance guidelines to meet our customers’ needs
 
Other Qualifications
  • Established track record in IT technologies (Unix/Windows Servers, Database, Data Center and Borderless Networking, Client/Server Application Support)
  • Able to produce a high standard deliverable while under time constraint pressure
  • Experience interacting with external customers
  • Excellent customer service skills, interpersonal skills, and telephone etiquette
  • Friendly personality that enjoys assisting customers
  • Good documentation skills and solid written grammar
  • Able to accurately follow written technical work instructions
Very competitive salary and benefits!
Great company to work for!
Full relocation package is available!
Don't miss out! Apply now and we'll be in touch immediately with more specific details, salary information and to answer any questions!!

This position does NOT provide sponsorship so please do NOT apply if you require sponsorship.  Thank You

KP Recruiting Group 
"Bringing Talent to the Marketplace"

KP Recruiting Group is a well established and very respected recruiting firm.  We have built a strong reputation as a premier resource for providing highly qualified candidates for our clients.  We are very experienced in many industries and have a wide range of clients.  We will serve as your advocate during your career search!  Let us do the work for you!  There is never a fee for our services!



 
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