Service Desk Analyst

1 week ago

Mississauga, Canada Veriday Inc. Full time

We are hiring a **Service Desk Analyst** to join our growing company for full-time employment. The Service Desk Analyst/ Lead is responsible for understanding customer needs and support processes, with a commitment to quality and to customer excellence. This role involves the performance of Level 1 services & support to clients (internal and external) and ensuring that service levels are achieved. Working with Internal/External Client and IT Service functions to identify, prioritize and manage service requests

**Responsibilities: -**
- Provides first-line support of triage queue and ticket management using our online client ticket tracking system.
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Adheres to and supports Veriday’s corporate standards, service levels, policies, and procedures.
- Maintains and protects confidentiality regarding all aspects of corporate and client information.
- Willing to work in rotational shifts-starts from 7.30 am to 3.30 pm and 12.30 pm to 8.30 pm

**Qualifications: -**
- 1-3 years as a client-facing Service Desk Analyst/Lead, preferably in the SaaS industry with Enterprise clients.
- Operational knowledge of a Service Desk environment
- Effective oral and written communication skills, preferably Bi-Lingual (English/French).
- Practices active listening with an ability to explain technical terms in clear and understandable language
- Demonstrated ability to diagnose technical issues and match resources appropriately to achieve problem resolution
- Demonstrated ability to learn customer support processes and techniques.
- Ability to multi-task and adapt to changes quickly
- Self-motivated with the ability to work in a fast-moving environment
- Strong written and oral communication skills
- Excellent time management, analytical and problem-solving skills
- Ability to work effectively and productively within a team environment.
- Post Secondary education or Diploma/Degree in Information Technology or Customer Service Program.

We offer a competitive salary, remote working opportunities, and a supportive, collaborative team in a progressive organization. If this job sounds perfect for you, please apply.

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