Service Desk Analyst

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Essential Skills:

• Provide Level 1 support for all in scope services.
• Fluent in French and English.
• Act as a single point of contact (SPOC) for all user requests, resolving issues on first call or routing to the appropriate support group.
• Perform active case management, ensuring end-to-end delivery of requests and resolution by downstream support groups.
• Monitor Incident or Problem status to facilitate closure within service level standards or escalate as needed.
• Develop and maintain call prioritization guidelines and escalation procedures.
• Record system status, including known Major Incidents and recovery times.
• Manage ServiceNow Queue for Incident, Service Request, Problem, & Change.

Desirable Skills:

• Knowledge of Service Desk environment.
• Knowledge of ITSM Tool ServiceNow.
• Knowledge of ITIL Processes.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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Get notified about new Service Desk Analyst jobs in Toronto, Ontario, Canada.

Location: Mississauga, Ontario, Canada — 13 hours ago.

Salary: CA$83,000.00 - CA$100,000.00 — 2 weeks ago.

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