Service Desk Analyst Junior

Specific tools/skillset:

• Bilingual (French/English) required
• Experience: 12 years of experience in a diverse technology and customer servicefocused role
• Education: completion of a postsecondary degree or equivalent (e.g. nonspecialized bachelor degree or businessrelated community college diploma)
• Ability to converse in French is required
• Good understanding and working knowledge of network protocols
• Solid knowledge and demonstrated experience using desktop products and operating systems
• Excellent communication and customer service skills
• Good problem solving skills
• Adaptive to change and able to manage stress
• Team Player

Role profile description:

Responding to contacts from Service Desk customers and support teams

• Responsible for Phone email Selfserve (thru Service Now) intake Technical Support and NonTechnical Urgent Incident support. It is the First Level Support and targets First Contact resolution.
• Performing classification initial support investigation and diagnosis of incidents

Resolving incidents or assign to appropriate second level teams

Contributing technical content and departmental procedures to the Service Desk knowledge base

Participating in process improvement opportunities

Maintaining timely awareness of current initiatives rollouts and changes to the technical environment

Working a variety of shifts.