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Service Desk Technical Analyst
2 months ago
Position: Technical Analyst - Service Desk
Work Arrangement: Hybrid
Key Responsibilities:
- Provide direct resolution of customer inquiries by adhering to established best practices.
- Update and maintain troubleshooting documentation as part of the knowledge base.
- Utilize documentation effectively to deliver support across various communication channels.
- Collaborate with the IT service desk team to resolve incidents efficiently.
Required Qualifications:
- Completion or progress towards a certificate or diploma in a computer-related field.
- 2 to 3 years of experience in customer support or a comparable combination of education and experience.
Essential Skills:
- Proficiency with a range of basic software applications.
- Strong communication and time management abilities.
- Demonstrated eagerness to learn new tools and technologies.
- Dependability and reliability in performing job duties.
- Familiarity with maintaining and utilizing a knowledge base.
- General understanding of computer systems, analytical techniques, and ITIL methodologies.
Preferred Qualifications:
- Bilingual proficiency in English and French.
About the Role:
The Technical Analyst role within the IT Service Desk is crucial for ensuring customer satisfaction through effective problem resolution. The successful candidate will be expected to engage with customers, troubleshoot issues, and enhance the knowledge base to improve service delivery.
