Service Desk Analyst

1 week ago


Canada vTech Solution Full time

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)

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