Global Service Desk Analyst
New
Remote Opportunities - CanadaContractMiddle
Salary40,000 - 52,000 CAD per year
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Job Details
- Languages
- French and English
- Experience
- 2+ years
- Required Skills
- Technical support
Requirements
- 2+ years of experience in a technical support role providing tier I support
- Fluency in French and English in both written and verbal communication
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high-stress situations
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service
- Ability and willingness to work evenings and/or weekends
- ITIL Incident Management understanding
- A+ Certification
Responsibilities
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and provide resolution where possible
- Dispatch incidents to Tier II support when first call resolution is not possible
- Manage incidents through their full lifecycle
- Understand and assist with internal and external escalations
- Identify process improvement opportunities and collaborate with peers and leads
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