Application Service Desk Analyst DOD SECRET CLEARANCE required

As an Application Service Desk Analyst at Tesla Laboratories, you’ll be responsible for providing exceptional support for Tier 1 and Tier 2 incidents. This involves answering customer inquiries via phone, chat, and email, resolving user issues with Salesforce and Amazon Connect, and ensuring accurate ticketing through our systems. You will also engage in research to stay updated on procedures and assist users effectively.

To qualify for the Application Service Desk Analyst role at Tesla Laboratories, candidates need at least 1+ years of experience in a call center environment providing customer service. Strong communication and troubleshooting skills are essential, as well as an ability to quickly learn complex business applications. An active SECRET clearance is a must, and a Bachelor’s degree or relevant certifications are preferred.

Yes, prior experience with Salesforce is highly beneficial for the Application Service Desk Analyst position at Tesla Laboratories. Familiarity with Help Desk ticketing systems like Salesforce enhances your ability to efficiently process customer inquiries and manage service requests.

As an Application Service Desk Analyst at Tesla Laboratories, you can expect a hybrid work environment, where you'll split your time between working on-site in Tysons Corner, VA, and remote work. This setup allows for collaboration with your support team while enjoying the flexibility of working from home when possible.

Tesla Laboratories offers a comprehensive benefits package for Application Service Desk Analysts, including medical, dental, and vision insurance, life insurance, short-term and long-term disability coverage, and 401K plans with company matching. Additionally, you’ll enjoy 11 paid federal holidays and vacation time.

When answering this question, highlight your relevant experience with customer support. Discuss specific tools used, such as Salesforce or other ticketing systems, and emphasize your ability to handle various channels, including phone, chat, and email.

A solid way to answer this question is to describe a systematic approach to prioritization, such as using urgency and impact metrics. Explain any tools or methods you employ to ensure that critical issues are addressed promptly.

Discuss a proactive approach, such as taking detailed notes, utilizing training resources, and practicing hands-on with the applications. Providing an example of where this strategy helped you in a previous role would reinforce your adaptability.

Emphasize the importance of active listening and thorough confirmation of understanding. Talk about your effort to explain technical concepts in layman's terms to ensure the customer feels heard and understood.

Choose an example that showcases your problem-solving skills and determination. Explain the issue, your research process, the resolution, and the positive feedback you received from the customer.

Focus on your patience and empathy. Discuss techniques such as remaining calm, expressing understanding, and working collaboratively with the customer to find a resolution. Highlight any personal experiences that demonstrate your approach.

Be specific about the systems you are familiar with and your proficiency level. Highlight how you utilized these systems to handle incidents, track progress, and follow up with customers efficiently.

Mention skills such as outstanding communication, problem-solving, and technical proficiency. Tailor the focus on how these skills contribute to achieving excellent customer service.

Explain your commitment to ongoing learning, whether that involves online courses, industry publications, or networking with peers. Share any specific resources you've found helpful.

Connect your career goals with the mission and values of Tesla Laboratories. Express enthusiasm for supporting a federal agency and your belief in the importance of providing high-quality technical assistance.