IT Service Desk Analyst
6 months ago
**IT Service Desk Analyst**
**Location: Remote for now eventually Hybrid North York**
L1 English Technical Support (Voice + Non-Voice) requirement.
- Gather the required information necessary in order to best handle customer technical inquiries
- Provide detailed documentation in call logging system
- Receive and handle customer problem escalations
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
- Increase knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process
- Promptly notify the teams leads & Critical Incident Management of high priority issues after collecting required information for escalation
- Maintain a high level of Quality Customer Service
- Willing to work in a rotational shifts environment and provide weekend coverage, whenever needed.
- Ability to multitask in a fast paced environment
- Strong attention to detail when communicating with customers (verbal & written)
- Ability to empathize with customers and convey confidence
- Passion to be a part of a hardworking and winning team
**Job Type**: Fixed term contract
**Salary**: $19.00 per hour
Schedule:
- 8 hour shift
**Experience**:
- IT Service Desk: 2 years (preferred)
Work Location: Hybrid remote in North York, ON
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