Service Desk Analyst – Junior

Description;

 

Specific tools/skillset:

·       Bilingual (French/English) required

·       Experience: 1-2 years of experience in a diverse technology and customer service-focused role

·       Education: completion of a post-secondary degree or equivalent (e.g. non-specialized bachelor degree or business-related community college diploma)

·       Ability to converse in French is required

·       Good understanding and working knowledge of network protocols

·       Solid knowledge and demonstrated experience using desktop products and operating systems

·       Excellent communication and customer service skills

·       Good problem solving skills

·       Adaptive to change and able to manage stress

·       Team Player 

Role profile description:

•                 Responding to contacts from Service Desk customers and support teams

·              Responsible for Phone, email, Self-serve (thru Service Now) intake, Technical Support and Non-Technical Urgent Incident support. It is      the First Level Support and targets First Contact resolution.

·              Performing classification, initial support, investigation, and diagnosis of incidents

•                 Resolving incidents or assign to appropriate second level teams

•                 Contributing technical content and departmental procedures to the Service Desk knowledge base

•                 Participating in process improvement opportunities

•                 Maintaining timely awareness of current initiatives, rollouts, and changes to the technical environment

•                 Working a variety of shifts.