Service Desk Analyst Ii

1 week ago

Toronto, Canada Cincinnati Bell Full time

**Job Purpose**

This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.

**Essential Functions**
- Serve as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products (35%)
- Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%)
- Collaborate with other analysts to determine resolutions for customer incidents and requests (20%)
- Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%)
- Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)
- Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%)
- Other duties as assigned

**Education**
- High School diploma required

**Certifications, Accreditations, Licenses**
- ITIL Foundations Certification Required
- Vocational/Technical/Business School (6-8 Months specialized training) preferred
- Net+, CCENT preferred
- CCNA desired

**Experience**

Two years of experience in a Service Desk or technical support environment

**Special Knowledge, Skills, and Abilities**
- Excellent written and oral communication skills
- Excellent customer service and conflict resolution skills
- Solid understanding of Information Technology and computing systems
- Solid networking fundamentals
- Familiar with ServiceNow Incident Management System
- Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies
- Ability to help others while meeting individual performance goals
- Ability to work remotely

**About Us**
- OnX Canada is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. From unified communications to cloud services and beyond, OnX combines deep technical expertise with a full suite of flexible technology solutions that drive business outcomes, improve operational efficiency, mitigate risk, and reduce costs for its clients. OnX simplifies IT and Communications strategies with local knowledge and support for Canadian organizations. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. OnX offers an amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

**Location(s)**

Toronto, ON

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