Service Desk Remote Support Analyst

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Requirements:

• Exceptional customer service and interpersonal skills, with a focus on rapport-building
• Experience in supporting end users in a technology/service desk role
• 2+ years of Service Desk or other End User Support operations experience
• Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support
• Ability to clearly communicate in verbal and written formats
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Experience working in a team-oriented, collaborative environment
• Ability to get up to speed with the organization quickly
• Ability to remain calm in a fast-paced work environment
• Diligence to adhere with pre-defined Service Level Agreements
• Ability to obtain and maintain Canadian Security Clearance
• Ability to work outside regular business hours is required

Responsibilities:

• Deliver a friendly and high-quality On-call and Deskside Service experience to our clients
• Communicate with end users either via phone, email, or live chat as required
• Handle calls on-site at designated customer locations and remote call handling for international locations
• Available remotely 5 days/week for virtual support requests
• Available for 8-5 support shift work, as well as additional shifts as outlined or specified by client contracts
• Provide effective troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, end user applications, enterprise applications
• Contribute to team innovation through ideas for process improvement and efficiency
• Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow)
• Participate in projects and other initiatives as requested by your supervisor
• Build relationships with customers
• Maintain a positive and collaborative attitude with all coworkers and customers
• Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays