No longer accepting applications
Service Desk Analyst
Dacaro ServicesOntario, Canada5 days ago
Job type
- Full-time
Job descriptionResponds to, resolves, tracks, and coordinates all support phone calls, voice mail and e-mail inquiries to the Level II Service Desk. Evaluates Incidents and Service Requests Provides coordination in the areas of software and hardware, communications, telecommunications, and Technology & Information Services (T&I) policies and procedures. Follows Quality Management processes Identifies resolves and / or escalates Incidents related to desktop issues related to hardware, operating systems, and configuration issues through troubleshooting and research . Documents, logs, tracks Incidents and assume ownership and accountability to ensure efficient response and quality customer service Adheres to defined Incident Management procedures including escalation / notification through closure. Adhere to Client Service Desk policies and procedures including but not limited to attendance and assignments, schedule, etc. Minimum 2 years of IT experience or 3 years’ experience in troubleshooting computer hardware. Minimum of an AA degree or equivalent work experience Minimum 4 years’ experience working with desktop and server operating systems, including Windows required Minimum 4 years' application support experience with Microsoft applications including Office 365, Teams and Outlook required 3 Years customer service experience Minimum of 2 Years' working with ServiceNow Minimum 2 years managing virtual environments Strong verbal and written communication skills with the ability to communicate clearly and professionally with all levels of an organization Strong interpersonal skills Ability to work effectively with some supervision Strong work ethic ITIL Foundations Preferred
Job Description
The Service Desk Analyst provides technical, end-user support to internal computing systems used by Client Colleagues. The analyst :
- performs general maintenance tasks, troubleshoots and resolve issues on company computer systems and peripheral equipment, handling support tickets remotely.
- Provides quality colleague support to bank departments and appropriate operating units to meet technology needs.
- Applies understanding and knowledge of technology products and services to assist colleagues.
- Recognizes, researches, isolates, and resolves technology issues escalated from Level I Service Desk or other support teams .
- Coordinates referrals to appropriate technical professional or service personnel for appropriate services, repairs, training, and follow-up .
- Ensures quality customer service.
Expectations
The day-to-day expectations of the Service Desk Analyst :
Qualifications