Talent.com
Support Desk Analyst

Support Desk Analyst

CGIStratford, Canada
30+ days ago
Salary
CA$22.00–CA$24.00 hourly
Job type
  • Full-time
Job description

Position Description :

We're looking for IT professionals looking for a career as a Support Desk Analyst as a part of our Stratford PEI team. Entry and intermediate roles available. Please review the below to read about what the job entails :

User query / issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.

Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).

Optimization. Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.

Your future duties and responsibilities :

  • Identify and diagnose issues and problems
  • Categorize and record reported queries and provide solutions
  • Support problem identification
  • Advise users on appropriate course of action
  • Monitor issues from start to resolution
  • Escalate, if needed, unresolved problems to a higher level of support
  • Provide essential online security advice and support
  • Receives and handles requests for service, following agreed procedures.
  • Promptly allocates calls as appropriate.
  • Logs incidents and service requests and maintains relevant records : Identifies and classifies incident types and service interruptions Records incidents cataloging them by symptom and resolution

Required qualifications to be successful in this role :

  • Knowledge of ticketing systems, specifically ServiceNow
  • Should have a basic understanding of the security precautions to protect client data.
  • Proficiency with software and hardware :
  • Troubleshooting : implementing solutions and testing the outcomes to rule out common errors.
  • IT diagnostics : Knowing what symptoms indicate different problems is an important part of directing clients to the proper solution.
  • Understanding of remote access tools : to interact with a client's computer, search through files and install software drivers to resolve any issues clients are unable to resolve themselves.
  • Willing work in shifts and on weekends on a rotation basis

    • Soft skills

    Patience

    Focus

    Active listening

    Coaching and instructing

    Conflict resolution

    Teamwork

    Critical thinking

    Motivation

    Positivity

    LI-NB5

    Skills :

  • Help Desk / IT Services