Closed listing
Analyst, Service Desk
- Laval, QC, Canada
Full-time
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Full-time
- Closing date
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
- Coordinate incident and request handling processes
- Assessing, prioritizing, and fulfilling user requests and follow up as needed
- Provide first level incident and request resolution as first call resolution (FCR) when possible
- Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure)
- Provide accurate description, information, and resolution notes into ticketing system
- Manage Active Directory, BES, and a variety of ERP accounts and services
- Manage users' expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner to handle.
- Work with team members and other IT members to ensure a consistent level of service
- After Hours support when scheduled (Weekly rotation between members of the Service Desk Team)
- Support Hardware and Software installations and configurations as defined by current standardized procedures
- Assist with the development and preparation of various processes and procedures, documentation, and projects.
- Maintain integrity of PC and communications asset management
- Seek opportunities to improve user satisfaction
Education & Certifications:
- Post-secondary education in a related field
Qualifications:
- Strong communication skills (verbal and written)
- Working knowledge of MS Office applications
- Strong troubleshooting skills
- Understanding of Remote Connectivity (i.e. Modem/Dial-up/VPN)
- Strong working experience in web-based products and web browsers
- Knowledge of various Windows Operating Systems
- Good phone communication manner
- Customer Service driven
More about this job
Responsibilities
Coordinate, assess, prioritize, and resolve service desk incidents and requests, providing first-call resolution when possible and dispatching unresolved issues promptly. Maintain user accounts and IT assets, document ticket details, support hardware and software installations, and collaborate with IT colleagues to improve service and user satisfaction.
Requirements
Post-secondary education in a related field is required. Candidates should have strong communication and troubleshooting skills, customer service orientation, and working knowledge of Microsoft Office, Windows operating systems, web-based products, browsers, and remote connectivity.
Skills
- Incident Management
- Service Request Management
- First Call Resolution
- ITIL
- Ticketing Systems
- Active Directory
- Account Management
- Hardware Installation
- Software Installation
- Troubleshooting
- Microsoft Office
- Windows Operating Systems
- Remote Connectivity
- VPN
- Web Browsers
- Customer Service
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Manufacturing
Keywords
- Service Desk
- Incident Management
- Request Management
- First Call Resolution
- ITIL
- Ticketing System
- Active Directory
- BES
- ERP
- Microsoft Office
- Windows Operating Systems
- Remote Connectivity
- VPN
- Modem
- Dial-Up
- Web-Based Products
- Web Browsers
- Hardware Installation
- Software Installation
- Asset Management
- Troubleshooting
- Customer Service
- User Support
- Process Documentation
- After-Hours Support