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Service Desk Analyst

4 months ago

Fredericton, Canada Advantage Personnel Full time
Service Desk AnalystFredericton, NB
We are currently looking for Service Desk Analysts to join our client's team in Saint John This is an excellent opportunity to join one of New Brunswick's leading employers, with lots of room for advancement for the right candidate.
Available Shift: Monday to Friday; 8:00am to 5:00pm
Rate of Pay: $23.00 per hour
Responsibilities:
* Responsible for the day-to-day activities of the Incident Management process
* Investigate and resolve general Incidents within scope, adhering to stated KPIs and SLAs
* Logging all incoming phone calls, emails and communicator messages into Incident Management database
* Enters Incident information accurately and escalate according to established procedure
* Provides initial assessment of Categorization and Severity for reported Incidents
* Abide by all applicable corporate policies and regulations
* Provide implementation and post implementation support across the enterprise
* Participate in "on-call" support
Candidate Requirements:
* 5 Years of Experience; must be able to become certified in the controlled goods program; must be a resident in Canada for 5 years minimum
* College Diploma or Degree
* Demonstrated high energy with a focus on Customer Service
* Experience with end user computing technologies - desktops, laptops, handheld devices, mobile devices
* Strong interpersonal, written, and verbal communication skills
* Ability to analyze, troubleshoot, and escalate technical issues through to resolution
* ITIL Foundations or working knowledge an asset
* Experience with desktop applications - Office 365, Windows 7, 10, MS Office Suite, Internet Explorer 11, Microsoft Edge, Google Chrome, SCCM remote control, SharePoint, Remote access
* Familiarity with Microsoft Office, Exchange, Active Directory, and other controlled goods would be considered an asset
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