Phoenix, AZ - IT - AZDOA - Enterprise Resource Planning Division - Help Desk Representative - Help Desk Analyst

Help Desk Analyst
- Provides technical assistance and support for incoming queries and issues related to AZ360 and PageUp. Responds to queries over the phone, email messages from customers seeking help, ask questions to determine the nature of the problem, and walks customers through the problem-solving process.
- Re-assign and/or escalate tickets to other team members as necessary. Assists with data integrity compliance audits. Runs reports to show data integrity errors. Works with users to maintain data integrity standards.
- Documents, updates and communication internal processes as required. Provides updates and/or steps for problem resolution to AZ360 Service Desk Analyst. Provides
Problem resolution for complex issues in a timely manner or escalates tickets to
management or next support tier as appropriate. Monitors internal customer service desk ticketing system.
- Provides support/orientation to new users.
Knowledge of:
- Customer Service Principles: Deep understanding of "world-class" service delivery and client-focused solution techniques.
- Technical Support Frameworks: Familiarity with the ServiceNow ticketing environment and general IT support hierarchies (Tiers 1, 2, and 3).
- Enterprise Software: Knowledge of ERP systems (specifically AZ360) and specialized HR/Talent Management software like PageUp.
- Data Governance: Understanding of data integrity standards, audit compliance, and the importance of accurate reporting.
Skills in:
- Analytical Troubleshooting: The ability to perform triage, diagnose system related issues, and isolate the root cause of complex technical problems.
- Communication & Pedagogy: Skilled in "walking" non-technical users through problem-solving steps via phone or email and providing orientation to new users.
- Technical Writing: Proficiency in documenting internal processes and creating clear, actionable updates for problem resolution.
- Platform Management: Skill in
navigating and monitoring internal service desk applications to ensure no request is overlooked.
Abilities to:
- Active Listening: The ability to ask targeted questions to determine the nature of a problem and gauge the user's technical proficiency.
- Prioritization & Escalation: Ability to judge the severity of a ticket and determine when to re-assign or escalate it to management or a higher support tier.
- Attention to Detail: Ability to run reports and identify subtle data integrity errors to maintain system standards.
- Time Management: Ability to provide resolutions for complex issues in a timely manner while maintaining a high volume of ticket documentation.

Required experience:
- 1 year of experience with Help desk or troubleshooting
- Experience with serviceNow - ticket managing system