Service Desk Analyst II

4 weeks ago


Toronto, Ontario, Canada OnX Canada Full time

Job Title: Service Desk Analyst II

Job Summary:

This role is responsible for providing exceptional customer service and technical support for all business products supported out of the operations center. The successful candidate will be a catalyst for building the knowledge base and will act as a process escalation point for Analyst I resources.

Key Responsibilities:

  • Serve as the primary point of contact for internal and external customers for incidents, requests, and inquiries for all Business Products.
  • Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer.
  • Collaborate with other analysts to determine resolutions for customer incidents and requests.
  • Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests.
  • Make outbound calls to internal and external customers as part of the Incident Management lifecycle.
  • Monitor all alerts from alarming tools in order to log incidents and respond accordingly.

Requirements:

  • High School diploma required.
  • ITIL Foundations Certification Required.
  • Two years of experience in a Service Desk or technical support environment.
  • Excellent written and oral communication skills.
  • Excellent customer service and conflict resolution skills.
  • Solid understanding of Information Technology and computing systems.
  • Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint.
  • Familiar with ServiceNow Incident Management System.

Preferred Qualifications:

  • Vocational/Technical/Business School (6-8 Months specialized training) preferred.
  • Net+, CCENT preferred.
  • CCNA desired.


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