Service Desk Analyst
New
CanadaPart-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- Problem SolvingCustomer serviceMicrosoft OfficeTechnical supportServiceNow
Requirements
- Previous experience in customer service, technical support, or service desk environments.
- Strong communication skills, both written and verbal, with a professional and customer-focused approach.
- Good understanding of computer operating systems and Microsoft Office applications.
- Strong analytical and problem-solving skills with the ability to troubleshoot basic technical issues effectively.
- Familiarity with tools such as ServiceNow, VPNs, RSA authentication, or similar technologies.
- Ability to work in a fast-paced, high-volume environment with strong time management and prioritization skills.
- Strong client-first mindset with a proactive and supportive attitude.
Responsibilities
- Act as the first point of contact for internal employees, responding to incoming calls and chat requests for technical support.
- Diagnose and resolve Level 1 technical issues related to hardware, software, mobile devices, printers, telephony, and remote access.
- Escalate more complex incidents to Level 2 support teams while ensuring proper documentation and follow-up.
- Monitor, categorize, and prioritize incoming requests to ensure timely resolution and adherence to service standards.
- Support employees through troubleshooting and guided resolution while maintaining a strong customer service experience.
- Contribute to the improvement of support processes by identifying recurring issues and suggesting procedural enhancements.
- Assist in evaluating tools and systems used within the service desk environment to improve efficiency and user experience.
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