Description:
The Service Desk Analyst is responsible for the coordination of problem-handling processes for the IS Department and maintains a central point of contact with internal clients for all areas of customer support.
Key responsibilities
- Recording & troubleshooting requests
- Perform 1st tier support and some 2nd tier support for IT services for our customers;
- Receive requests via Phone, email, or IT Self Service;
- Record and process requests in the ITSM software;
- Ensure all requests are responded to verbally or electronically.
- Request monitoring
- Monitor and action requests in service desk queue;
- Trending incidents for Problem Management;
- Communicating to the user community in the event of outages, major incidents, changes, upgrades, etc.;
- Redirecting customers to the appropriate resources when necessary;
- Escalate requests as needed.
- Development/Training
- Participate in the development and implementation of Technical Support standards / policies;
- Ensure that support documentation is up to date for ongoing Tier 1 support, Tier 2 support, and Customer self service;
- Ongoing training knowledge transfer to support the technology in our environment;
- Participate in departmental meetings, discussions, collaboration, and team challenges;
- Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers;
- Perform other related duties as assigned.
Required Qualifications
- Technical College Diploma/Certificate or University Degree in an Information Technology or related field;
- 0-2 years work experience in a multi-platform environment with demonstrated problem-solving skills;
- Tier 1 level of experience/knowledge in troubleshooting telecommunications, network, and end user computing environments;
- Strong oral and written technical and non-technical communication skills;
- Excellent customer service and interpersonal skills;
- Email, instant messaging and telephone etiquette;
- Ability to use policy and procedure guidelines currently in practice;
- Basic understanding of first tier IT support and triage procedures;
- Excellent organization skills in handling ticket priority, routines tasks and incoming calls;
- Ability to maintain a high level of client trust and confidence in the IT Department’s knowledge and concern for clients’ needs.
Preferred Qualifications
- Knowledge of Information Technology Infrastructure Library (ITIL);
- Bilingual (English and French) language skills.