Service Desk Analyst II

3 weeks ago


Toronto ON, Canada OnX Canada Full time

Job PurposeThis position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.Essential FunctionsServe as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products (35%)Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%)Collaborate with other analysts to determine resolutions for customer incidents and requests (20%)Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%)Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%)Other duties as assignedEducationHigh School diploma requiredCertifications, Accreditations, LicensesITIL Foundations Certification RequiredVocational/Technical/Business School (6-8 Months specialized training) preferredNet+, CCENT preferredCCNA desiredExperienceTwo years of experience in a Service Desk or technical support environmentSpecial Knowledge, Skills, and AbilitiesExcellent written and oral communication skillsExcellent customer service and conflict resolution skillsSolid understanding of Information Technology and computing systemsSolid networking fundamentalsFamiliar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePointFamiliar with ServiceNow Incident Management SystemDemonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologiesAbility to help others while meeting individual performance goals



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