IT IS Service Desk Consultant

7 days ago

Calgary, Alberta, Canada Astra North Infoteck Inc. Full time
IT IS Service Desk Consultant - ServiceNow Ticketing Tool
Calgary

Role Description:

• Provide first-level support to the customer in relation to IT requests and incidents including software and hardware-related issues not limited to desktops (support involves mobile computers and other mobile devices).

• Assist users over the telephone, through e-mail, voice mail, chat, over the web interface, and other channels customers reach out to Service Desk seeking IT support.

• Identify and solve software and hardware problems by giving step-by-step instructions.

• Provide advanced support to customers PC using remote control tool.

• Effectively communicate with other team members, 2nd and 3rd Level technical teams, and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations, and reach SLAs.

• Handle and document all incoming requests or incidents within the contractually agreed timeframes in the IT Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to the appropriate IT team: Network, Server, Application, or other Support teams, and ensure cases timely resolution.

• Log all contacts in the helpdesk tracking database or tool simultaneously while handling the call

• Instruct users on usage of application systems.

• Recommend procedure modifications and improvements

• Knowledge Management

• Learn and implement new technologies, tools, processes, and policies.

• Document new technical solutions in the knowledge base, suggest improvements to the existing ones and facilitate knowledge transfer when needed.

• Document and share best practices and lessons learned with other colleagues.

• Attend all training sessions as per the training plan Quality Management, Policies, and Procedures

• Understand quality requirements and aspects of the account and work according to those regulations reaching outlined Key Performance Indicators.

• Ensure a high level of customer satisfaction.

• Other Tasks and Responsibilities

• Actively participate and share ideas in team meetings and individual feedback sessions.

• Perform any other task given by the supervisor which belongs to the scope of this position by its nature and where an associate's experience or associate's education meets the requirements to perform the task in question.

Competencies: IT IS Service Desk
Experience (Years): 4-6

Essential Skills:

• Good Communication skills

• Knowledge on Service Now ticketing tool

• Receives and handles requests for service, following agreed procedures.

• Promptly allocates calls as appropriate.

• Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions

• Records incidents cataloging them by symptom and resolution

• Systematically interprets user problems and identifies solutions and possible side effects.

• Uses experience to address user problems and interrogates database for potential solutions.

• Escalates complex or unresolved incidents.

• Records and tracks issues from outset to conclusion.

• During change, acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate

• Maintains records, informs users about the process and advises relevant persons of actions taken.

• Identify and diagnose issues and problems

• Categorize and record reported queries and provide solutions Support problem identification

• Advise users on appropriate course of action

• Monitor issues from start to resolution

• Escalate, if needed, unresolved problems to a higher level of support Provide essential online security advice and support

Desirable Skills:

• Background in Information Technology, Computer Science, or equivalent

• 2+ years of Technical Support, Help Desk, Customer Service experience of equivalent in multiple channels

• Knowledge of Active Directory, Office 365, and ITIL

• Knowledge of service desk software such as ticketing and remote-control tool (ServiceNow, Microsoft Teams, Bomgar)

• Certification related to ITIL v3 is a plus

• Critical thinking, excellent analytical and problem-solving skills

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