Service Desk Analyst - 116704

The Service Desk provides a single point of contact for internal and external customers to effectively resolve incidents and respond to requests for IT support. As an IT Service Desk Analyst you will provide support on technical issues and process technology requests:

• Customer Support – Respond to inquiries and requests resolving simple to moderately complex technical issues, and processing standard requests for computer systems, applications, equipment, network and telephone systems;
• Problem Diagnosis – Effectively gather relevant information from the customer and analyze issues using diagnostic tools and applications, vendor manuals and internal documentation in order to determine probable cause and take corrective action; escalate unusual or complex issues appropriately;
• Documentation – Maintain knowledge of division and department standards, policies, procedures and guidelines, and document in a shared knowledge base.
• Desired Skills and Experience
• To make an immediate contribution to the team, you will bring demonstrated

Experience

• Providing excellent customer service, able to respond to multiple requests through various media, researching and resolving multiple technical issues, and responding effectively to customers with time sensitive concerns; able to explain technical procedures clearly to a non-technical audience;
• Working with a broad range of computer systems and applications, voice and data communications, network technologies, and local and remote diagnostic tools.

Knowledge

• Minimum 1 year of experience within an IT Support or Service Desk position.
• CEGEP degree in Information Technology or related field.
• Proficiency in using IT Service Management Tools (Remedy).
• Detailed knowledge of PC related hardware with excellent hardware and software troubleshooting skills.
• Competency in MS Office Suite, VPN and remote access tools.
• ITIL Foundation and A+ certification an asset.