IT Service Management Support Analyst

Job Responsibilities

• Providing first level and second level support to end users for an external Service Desk application
• Ensure all calls and emails to the service desk are properly documented in the Service Desk application, this includes initial troubleshooting of issue and information gathering
• Monitoring the Service Desk queues to ensure that tickets are processed in a timely manner which includes first contact with clients and closing all completed tickets assigned to the Service Desk queue
• Interact with other team members where necessary to ensure incident tickets are resolved in a timely manner
• Responsible for checking Service Desk voicemails and emails
• Providing internal RJR Innovations support for IT issues
• Responsible for routing tickets according to the appropriate service levels if a resolution cannot be reached at the first level
• On call after hour support may be required.

Job Requirements, Essential

• A diploma/certificate in post secondary education or equivalent experience;
• Excellent IT troubleshooting skills;
• Strong verbal and written communication skills in both official languages;
• Excellent interpersonal and customer service skills, which will enable the candidate to build positive relationships and work with all levels of staff and clientele;
• Ability to work under pressure and multi-task;
• Exceptional organizational skills and detail oriented;
• Strong professional image.
• Job Type: Full-time (Partial remote work)
• Salary: $40,000.00 to $60,000.00 /year

Experience:

• IT Support: 1 year (Preferred)