Service Desk Analyst
Reporting to the Regional Manager of the Service Desk, the Analyst is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfillment.
You will interact with the various functions such as Engineering & Technology, Customer Service, and Operations as well as other colleagues across the company, located in 20+ countries (Canada, United-States, France, Switzerland, Germany, Singapore, the United Arab Emirates, Spain...).
WHAT YOU WILL DO :
- Execute Standard Operating Procedures related to the management of incidents and requests. Emphasis will be placed on the management of standard / documented incident management such as those related to our global VHF network or basic requests.
- Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.
- Document all actions in accordance with standard company policies and procedures.
- Collaborate with vendors and service providers, such as Field Representatives, to address incidents, ensuring effective communication and prompt resolution
- Use various tools to monitor, remediate and manage any ticket assigned.
EXPERIENCE :
- Proven experience in telecommunications in large scale
- Proven experience in a customer service role, preferably in a technical support or service desk environment.
- Commitment to continuous learning and staying updated with industry trends and best practices.
- Fluent in English - verbal and written communication skills.
- Customer service orientation with the ability to communicate technical topics.
- Strong time management and multitasking abilities to handle multiple customer inquiries
- simultaneously in a fast-paced environment.
- Ability to work in a shift-based schedule, including weekends and holidays, to provide 24 / 7 coverage.
- Strong documentation skills to accurately record customer interactions and resolutions.
- Ability to work both independently and collaboratively in a team-oriented environment.
- Adaptability, resilience, and a positive attitude towards handling challenging customer situations.
PREFERRED :
- High school diploma or equivalent with additional technical certifications or a degree in a related field is a plus
- Experience in Air Transport is a plus
- Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively.
- ITIL V4 Foundation certificate and experience working with ServiceNow is a plus
Service Desk Analyst
Reporting to the Regional Manager of the Service Desk, the Analyst is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfillment. Proven experience in a customer service role, preferably in a technical support ...
Consultant] [Service Desk Analyst, IT Support]
Inviting applications for the role of [Consultant] [Service Desk Analyst, IT Support]. Service Desk Analysts are IT professionals who provide technical help for users of an organization. Service Desk Analysts must perform multiple functions effectively and simultaneously. Duties of Service Desk Anal...
Junior Service Desk Analyst to provide Tier 1 support to clients by phone and chat
Junior Service Desk Analyst to provide Tier 1 support to clients by phone and chat. Provide Service Desk support to clients via telephone and chat. ...
Consultant [Service Desk Analyst, IT Support]
Inviting applications for the role of [Consultant] [Service Desk Analyst, IT Support]. Service Desk Analysts are IT professionals who provide technical help for users of an organization. Service Desk Analysts must perform multiple functions effectively and simultaneously. Duties of Service Desk Anal...
Bilingual Service Desk Analyst
The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the Service Desk Team Lead. The Bilingual Service Desk Analyst provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, netw...
Service Desk Analyst - Level 1
We’re hiring a self-motivated Service Desk Analyst – L1 with experience working in a Service Desk environment. Work with internal and external resources to identify and troubleshoot root causes for recurring service desk tickets. ...
Junior Service Desk analyst - Weekend Support - Onsite
Provide Service Desk support to clients via telephone and chat. ...
Consultant] [Service Desk Analyst, IT Support
Inviting applications for the role of [Consultant] [Service Desk Analyst, IT Support]. Service Desk Analysts are IT professionals who provide technical help for users of an organization. Service Desk Analysts must perform multiple functions effectively and simultaneously. Duties of Service Desk Anal...
Service Desk Analyst
Experience working with FreshService or a similar service management system. Responds to common requests for service by providing information to enable fulfillment. Experience in customer service management techniques. ...
Technical Support Analyst
CareCru is looking for a Technical Support Analyst to aid the successful implementation of its AI-powered growth platform into a growing portfolio of dental practice customers. Act as a primary technical support contact for customers on the CareCru platform. Maintain all aspects of the technical rel...