[RXV-361] Service Desk Analyst

[RXV-361] Service Desk Analyst

21 Mar
|
Important group
|
Ontario

21 Mar

Important group

Ontario

* Guelph, ON* $20 per hour* 20-36.25 hours per week (20 hours/week guaranteed, and you can expect to work 30 hours/week on average)* Schedule includes rotating shifts, any day of the week including after hours  Who are you? You’re a tech support specialist with one or two years of experience providing frontline hardware and software support to end-users in a high-volume environment.   You enjoy solving challenging technical problems and have a genuine passion for enhancing the end-user experience. You’ve chosen to pursue a career in IT because you get to make a positive impact every day by helping others. If this sounds like you, and you’re looking for an exciting new opportunity to continue building your IT career,

then we want to meet you. What you’ll be doing Our public sector client is currently seeking a client-centric Service Desk Analyst to join their growing team. Working as part of a diverse team, you will act as the single point of contact for internal client partners, providing front-line technical support services, while keeping current with all requirements specific to client and account services. Practically speaking, service requests occur as follows: 1. End-user contacts the Service Desk (SD) by telephone, voicemail, facsimile, email2. Service Desk Analyst (SDA) receives and logs the request in the call management system3. SDA diagnoses the request to determine needed support services4. SDA resolves the request OR dispatches (transfers – assigns) the call to a Tier 2, Tier 3 or other approved service provider5. SDA closes the request upon completion of the required support services6. The SDA may either dispatch/transfer/assign an incident or service request to a Tier 2/3 or other service provider through available and approved means used by the SD You excel in technical support because you’re clear communicator with excellent customer service skills, patience, and an ability to translate technical jargon into easy to understand language for those less technically savvy. Additionally, your analytical nature combined with your strong time management and prioritization skills, allow you to resolve user problems efficiently and effectively. If you’re looking for a role where you can use these skills daily, while growing your career, look no further. Qualifications * 1-2 years of help desk/technical support/service desk experience* 1-2 years of customer service experience in industries that serve a high volume of clients per shift (i.e. retail, food, and hospitality, call center)* Knowledge of Microsoft OS platforms, Microsoft Office Suite, desktop hardware troubleshooting, and Blackberry troubleshooting packages  * Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PCs, network adapters, modems, CD-ROMS, printers and plotters)  * Strong written skills, ideally coupled with experience preparing system service documentation, reports with recommendations, and informational materials for clients ABOUT IAN MARTIN:Looking for Meaningful Work? We can help.If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.”

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Ian Martin Group

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/13519963/rxv-361-service-desk-analyst-ontario/?utm_source=html

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