Closed listing
Service Desk Analyst
- Montreal, QC, Canada
Contract
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Contract
- Closing date
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
Schedule:
Monday to Friday - 6 am to 12 pm EST
We are looking for a Service Desk Analyst to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.
· Excellent verbal and written communication skill in English.
· Self-motivating, proactive and a team player
· Able to operate effectively in a team environment with both technical and non-technical team members
· Effective communication with excellent probing skills
· Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale help desk environment
· Working knowledge of ITIL methodologies, such as Incident, Request& Problem management
· Working technical knowledge of current protocols, operating systems, and standards.
· Knowledge of all software applications used within the organization
· Able to operate effectively in a team environment with both technical and non-technical team members
· Able to operate with minimal supervision
· Able to manage time effectively, set priorities appropriately and holding accountability.
· Able to operate within customer standard operating procedures
· Hardware knowledge for Desktop & Laptop
· Knowledge in Office 365
· Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
· Record interaction using ticket tool with proper classification
· Perform account unlock/password reset as per defined process
· Dispatch tickets to support groups post gathering required information
· Refer Knowledge base and perform troubleshooting as per defined process
· Follow up and closure of incidents to ensure customer satisfaction
· Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
More about this job
Responsibilities
Respond to customer queries through calls, email, chat, and web tickets; record and classify interactions, troubleshoot issues, and route tickets to the appropriate support groups. Handle account unlocks and password resets, follow up on incidents through resolution, and report service downtime promptly.
Requirements
Candidates should have experience in a large-scale help desk environment, working knowledge of ITIL processes, and technical familiarity with desktop and laptop hardware, Office 365, operating systems, protocols, and standards. Strong English communication, probing, teamwork, time management, and problem-solving skills are required, along with the ability to follow procedures and work with minimal supervision.
Skills
- Technical Support
- Hardware Troubleshooting
- Software Troubleshooting
- Remote Troubleshooting
- Customer Service
- Verbal Communication
- Written Communication
- Problem-Solving
- Call Handling
- Knowledge Navigation
- ITIL
- Incident Management
- Request Management
- Problem Management
- Office 365
- Ticket Management
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
Keywords
- Service Desk
- Help Desk
- Technical Assistance
- Hardware
- Desktop
- Laptop
- Software
- Office 365
- ITIL
- Incident Management
- Request Management
- Problem Management
- Operating Systems
- Protocols
- Service-Level Agreements
- Inbound Calls
- Email Support
- Chat Support
- Web Tickets
- Ticket Classification
- Account Unlock
- Password Reset
- Knowledge Base
- Remote Troubleshooting
- Downtime Reporting