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Service Desk Analyst
1 week ago
Job Title:
Service Desk Analyst (Tier 1)
Location:
Ottawa, ON (Hybrid)
Duration: 12+ months (with possible extension)
Required Experience:
- Service Desk/Tier 11.5 experience > 24 months or equivalent support experience
Key accountabilities
- Provides 'in incident' phone and report support as part of the service desk.
- Performs daytoday support and monitoring of technologies and solutions.
- Investigates, analyzes, and responds to incidents.
Technical Knowledge
- Comfortable with a variety of basic software solutions
- Demonstrated ability and willingness to learn new tools
- Familiarity with updating and using a knowledge base
- General knowledge of computer systems, analysis techniques, and ITIL processes
What we're looking for:
- A friendly attitude and exceptional customer service commitment
- The ability to work independently and with a highperforming team
- Understanding of technical terminology and concepts
What you'll need:
- An undergraduate degree in computer science, engineering or mathematics or and equivalent level of experience
- Indepth knowledge of common software and operating systems
- Knowledge of computer hardware and peripherals
- Knowledge of iPhone and Android devices
Nice to have:
Listed by priority (first being highest):
- Bilingual
- Ability/desire to work late
O36
- Windows 1
- Service Now
- FCC knowledge
Description of Duties:
- Assist staff face to face, virtually, by phone or chat.
- Resolve issues with technology through oneonone interactions.
- Troubleshoot a variety of firstlevel IT support issues on different platforms and programs.
- Develop documentation for common issues.
- Best regards,_
Robin Pandey
Job Types:
Full-time, Fixed term contract
Contract length: 12 months
Salary:
$33.00-$35.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Kanata, ON: reliably commute or plan to relocate before starting work (required)
Experience:
- ServiceNow: 2 years (preferred)
Language:
- French (preferred)
Speak with the employer
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