Service Desk Analyst

Found in: Jooble CA O C2 - 1 week ago


Canada Service Champions NorCal Full time
Description de poste du Service Desk

Compétences Techniques :

  • Répondre aux demandes des clients par le biais d’appels entrants, d’e-mails, de chat et de tickets web dans le respect des SLA définis. 
  • Enregistrer les interactions à l’aide de l’outil de ticket avec la classification appropriée. 
  • Effectuer le déverrouillage de comptes et la réinitialisation de mots de passe conformément au processus défini. 
  • Transmettre les tickets aux groupes de support après avoir recueilli les informations nécessaires. 
  • Consulter la base de connaissances et effectuer le dépannage conformément au processus défini. 
  • Suivre et clore les incidents pour garantir la satisfaction du client. 
  • Diagnostiquer, vérifier, enregistrer et signaler les temps d’arrêt et fournir une notification immédiate pour tous les incidents. 
  • Diagnostiquer et résoudre les problèmes de virus qui peuvent être résolus à l’aide de l’outil antivirus déployé. 
  • Réinstallation des packages d’applications corrompus ou supprimés par les utilisateurs. 
  • Gestion des incidents, des problèmes et des changements dans l’environnement des utilisateurs finaux (EUC). 
  • Fournir une assistance technique et une formation aux utilisateurs finaux sur les systèmes d’exploitation informatiques et les applications standard.

Compétences en Processus :

  • Excellentes compétences en communication verbale et écrite en anglais. 
  • Motivé, proactif et capable de travailler en équipe. 
  • Capable de travailler efficacement dans un environnement d’équipe avec des membres techniques et non techniques. 
  • Communication efficace avec d’excellentes compétences de questionnement. 
  • Expérience dans la gestion des appels dans une grande organisation, la navigation dans les connaissances et le dépannage dans un environnement de centre d’assistance à grande échelle. 
  • Connaissance des méthodologies ITIL, telles que la gestion des incidents, des demandes et des problèmes. 
  • Connaissance technique des protocoles, systèmes d’exploitation et normes actuels. 
  • Connaissance de toutes les applications logicielles utilisées au sein de l’organisation. 
  • Capable de travailler efficacement dans un environnement d’équipe avec des membres techniques et non techniques. 
  • Capable de travailler avec un minimum de supervision. 
  • Capable de gérer efficacement son temps, de définir correctement les priorités et de rendre des comptes. 
  • Capable de travailler conformément aux procédures opérationnelles standard du client. 
  • Connaissance de Office 365.

Compétences Comportementales :

  • Image et présentation professionnelle. 
  • Confiance en soi et compétences interpersonnelles. 
  • Compétences analytiques et résolution de problèmes. 
  • Compétences d’écoute solides.

Diplôme universitaire ou poursuite de la dernière année de graduation.

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