Intermediate Service Desk Analyst

3 days ago


Calgary, Canada Airswift Full time



We are seeking a dedicated and experienced Tier 1 Intermediate Service Desk Analyst to join our team. The successful candidate will provide technical support to end-users, troubleshoot technical issues, and escalate problems to appropriate teams as necessary. This role requires excellent communication skills, the ability to work independently, and a strong customer service .

Tier 1 Intermediate Service Desk Analyst

Location:Calgary, Canada

Job Type:Full-time, Onsite

Job Description:

We are seeking a Tier 1 Intermediate Service Desk Analyst. The successful candidate will be responsible for providing technical support to end-users, troubleshooting technical issues, and escalating issues to the appropriate teams. The candidate should have excellent communication skills, be able to work independently, and have a strong customer service .

Responsibilities:


  • Provide Tier 1 Phone support and manage tickets submitted via email and service catalogue.
  • Provide technical support to end-users via phone, email, and chat.
  • Troubleshoot technical issues related to hardware, software, and network connectivity.
  • Escalate issues to the appropriate teams when necessary.
  • Document all support requests and resolutions in Freshservice or other ITSM tool.
  • Provide excellent customer service to end-users.
  • Work independently and as part of a team to meet service level expectations.
  • Update Tier 1 knowledge articles as required.



Requirements:


  • 5 years of experience in a Tier 1 service desk role.
  • 5 years of experience with Microsoft Windows and Office 365
  • Experience with Freshservice or other ITSM tool.
  • Excellent communication skills.
  • Strong customer service .
  • Ability to work independently and as part of a team.
  • Strong trouble-shooting and problem-solving skills.
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