Yochana IT Solution Inc

Company Details

IT Service Desk Analyst L1 || Phoenix, AZ Shift timings 6:30 AM

Job ID

: 22635


: Phoenix, AZ, USA


: Not Specified

Job Views

: 124


: 09-12-2019

Job Description

Position: IT Service Desk Analyst L1

Duration: Long term contract $13 per hour on 1099

Location: Phoenix, AZ Shift timings 6:30 AM

Interview process: In-person/ FTF


Job Description:

Job details:

Role Overview

  • The IT Service Desk analyst will provide first line technical support to internal employees of customer. The candidate will require an aptitude for working with applications/infrastructure components to undertake analysis, diagnosis and resolution of end user incidents, which may range from straightforward to more complicated technical issues. Service desk analyst will have standard operating procedures to support majority of the incidents.

Work Experience

  • 1+ to 2+ years of experience in IT Service Desk


  • Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding IT issues and queries
  • Receiving, logging and managing calls from end users via telephone, email and chat
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer’s requirements and expectations
  • Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles.
  • 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Mobiles, Desktops, Laptops and Printers
  • Logs and manage incidents/Service Request in ITSM tool
  • Escalates unresolved tickets to Level 2 resolver groups
  • Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Job Category
Employment Types
Contract - 1099
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