Service Desk Analyst

Montreal, Quebec, ca
Company: DiverseLynx
Category: Analyst
Published on 2021-03-23 02:31:40

Job Description

Job details:  Role: Service Desk Analyst
Full time 
Location: Montreal, QC The primary Service Desk Analyst role is that of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with the process.Service Desk objectives.A service desk analyst is an Information Technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise. Service desk analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.Languages known• English• FrenchMust Have Skills• Excellent spoken and written skills for both English and French. Must be fluent to a professional level in French (reading, writing and speaking)• Excellent Customer ServiceGood to Have Skills• Very good troubleshooting knowledge for PC and peripheral Hardware troubleshooting (including print & scanning devices).• Basic networking and Troubleshooting, LAN, WAN, Wireless, VPN, Dial up knowledge.• Escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team.• Exposure to ITIL processes.• Ready to be flexible with shifts.• Co-ordination with multiple stake holders / Third party Vendors for break-fix.• Create the Standard Operating Procedure and update the knowledge database documentation whenever required.• Remotely accessing hardware or software for clients to make changes and fix problems.• Responding to queries via chat, email, or phone.• Should have the capability to do multitasking.• Should have good team skills.• Should be Proactive and ready to take initiativesKey Responsibilities• Good understanding of Incident, Asset, Problem and Change Management (ITIL)• Provide first level support for any IT related problem following the Operation Procedures defined• Escalate to the right team and following the right procedure when the issue is outside of the SD support• Follow up the escalated tickets to the L2 team till closure.• Do follow up with users to get additional information or to confirm the proper resolution (keep a small personal backlog.• Strive hard to keep all the defines SLA's green (FCR, FLF, CSAT, AHT, ASA, backlog etc.)• Recommend technical/process improvementSkillset• Should have an experience of 3-4 years handling Service Desk.• If the associate has worked on Service Now ticketing tool would be an advantage.• ITIL V3/ V4 Foundation certified

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