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Senior Service Desk Analyst

Discount Tire Corporate Careers

This is a Full-time position in Scottsdale, AZ posted March 6, 2021.

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations.

Under minimal supervision, the Senior Service Desk Analyst reviews escalated inquiries from Service Desk Analysts; monitors processes for consistency and quality.

Essential Duties and Responsibilities:

  • Provide answers to common technical questions, restore service, perform routine procedures to resolve a high percentage of inquiries, and route specialty issues to a higher level of support.
  • Manages all work intake, including but not limited to: call/email queues, project work (operational readiness/transition), service requests.
  • Oversee, follow and improve established processes and procedures.
  • Review and respond to customer surveys to address concerns and review for areas of improvement.
  • Research and provide solutions to complex customer issues and inquiries
  • Develop, review and approve new and revised knowledge articles according to knowledge management guidelines and writing standards.
  • Influence continuous effort to improve the Service Desk, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
  • Conduct research and provide reports to show trends in support issues, hardware failures.
  • Manage operational tasks, including, but not limited to, infrastructure, product development and information security non-automated procedures.
  • Complete work in a timely and accurate manner while providing exceptional customer service.
  • Follow Incident Management Procedures and assist with Customer Communication for High Priority issues affecting the enterprise.
  • Stay current on the latest industry technologies, trends and strategies.
  • Other duties as assigned.

Qualifications

  • Five years of software/hardware support experience or three years working with Company applications and hardware is required.
  • Proven expertise of PC hardware and computer operating systems, including, but not limited to, Windows and IOS, is required. Previous experience with Automated Call Distribution is necessary.
  • Proven SAP troubleshooting experience is needed.
  • Demonstrated ability to communicate across all levels of the organization is necessary; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required.
  • Intermediate level desktop computer software experience, including skills in Microsoft Office and Lotus Notes is necessary.
  • Proven ability to work both independently and within a team is necessary. Ability to lead and motivate others is needed.
  • Proven ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential. Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
  • In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential. Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.

Educational Requirements:

  • This position requires a Bachelor’s degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.
  • ITIL knowledge preferred

Work Days:

Normal work days are Monday through Saturday.

Work Hours:

Normal work hours are 5:00 a.m. to 7:00 p.m. Occasional overtime (more than forty hours per week) may be necessary.