Service Desk Analyst Toronto, On Long Term

2 days ago

Toronto, Canada Atlantis IT group Full time

Hi

Hope you are doing good

Please find the below urgent position with me if you are available in the job market, please reply with your updated resume.

**Service Desk Analyst**
**Toronto, ON**
**Duration**:

- Long Term

**Tasks / Performance Targets**

**Field/Tasks**

**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. Learn and adhere to TCS' and customers' policies and procedures.

**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.

**Requirements related to the job**

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

**Languages**

English

**Name of competency**

Customer orientation Communication skills Analytical thinking (Problem Solving) Organizing and planning

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