Desktop Support Technician

Job Description

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks.
• Excellent verbal and written communication skills
• An active / empathic listener
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation and ability to work under own initiative
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
• Sound knowledge and experience of supporting range of IT applications, platforms and technologies
• Ability to clearly and accurately communicate processes and procedures verbally and in writing
• Ability to produce management information reports from ITSM systems
• Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Experience of developing professional and effective working relationships with customers and key stakeholders
• Experience of delivering a high level of customer service
• The necessary skills and attributes to integrate successfully into a busy team
• Tools Experience Preferred: ServiceNow, Nice
• Ability to multitask, meet deadlines, prioritize requests, and work independently.
• Able to communicate effectively with both business partners and IT professionals.
• Able to effectively collaborate cross-functionally at varying levels in the organization.

Job Type: Contract

Salary: $18.52 - $22.31 per hour

Expected hours: 40 per week

Schedule:

• Day shift
• Monday to Friday

Experience:

• ServiceNow: 4 years (Required)
• Ticket: 4 years (Required)
• IT service management: 4 years (Required)

Ability to Relocate:

• Phoenix, AZ: Relocate before starting work (Required)

Work Location: In person