Service Desk Analyst
2 weeks ago
Title: Service Desk Analyst
Location: Montreal, Quebec H3A 1G1, Canada
ABOUT THE ROLE TEAM:
Our ServiceDesk in Montreal is a key\pillar in enabling our customer to maximize the use of our solutions.
Reporting to the Regional Manager of the ServiceDesk the Analyst is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfillment.
You will interact with the various functions such as Engineering, Technology, Customer Service, and Operations as well as other colleagues across the company located in 20 countries - Canada United-States France Switzerland Germany Singapore United Arab Emirates Spain....
WHAT YOU WILL DO:
Execute Standard Operating Procedures related to the management of incidents and requests. Emphasis will be placed on the management of standard/documented incident management such as those related to our global VHF network or basic requests.
Maintain accurate logs incident reports and provide comprehensive updates to stakeholders.
Document all actions in accordance with standard company policies and procedures.
Collaborate with vendors and service providers such as Field Representatives to address incidents ensuring effective communication and prompt resolution.
Use various tools to monitor remediate and manage any ticket assigned.
EXPERIENCE:
Proven experience in a customer service role preferably in a technical support or service desk environment.
Fluent in English - verbal and written communication skills.
Customer service orientation with the ability to communicate technical topics.
Ability to work in a shift-based schedule including weekends and holidays to provide 24/7 coverage.
PREFERRED :
High school diploma or equivalent with additional technical certifications or a degree in a related field is a plus.
Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively.
ITIL V4 Foundation certificate and experience working with ServiceNow is a plus.
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