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Service Desk Analyst

3 months ago

Calgary, Canada Airswift Full time

Job Title: Tier 1 Intermediate Service Desk Analyst

Location: Calgary, Canada (On-site)


Job Description:

Are you a tech-savvy problem solver with a passion for helping others? We are looking for a dynamic Tier 1 Intermediate Service Desk Analyst to join our team in Calgary In this role, you will be the first point of contact for end-users, providing exceptional technical support and ensuring smooth IT operations. Your excellent communication skills and strong customer service orientation will be key to your success.

Responsibilities:

  • Frontline Support: Provide Tier 1 phone support and efficiently manage tickets submitted via email and service catalog.
  • Technical Assistance: Assist end-users with hardware, software, and network connectivity issues through phone, email, and chat.
  • Issue Escalation: Identify and escalate complex issues to the appropriate teams for resolution.
  • Documentation: Record all support requests and resolutions in Freshservice or other ITSM tools to maintain accurate and up-to-date records.
  • Customer Service: Deliver outstanding customer service, ensuring a positive experience for all end-users.
  • Team Collaboration: Work both independently and collaboratively to meet service level expectations and contribute to team goals.
  • Knowledge Management: Update Tier 1 knowledge articles as needed to keep information current and helpful.

Requirements:

  • Experience: 5 years of experience in a Tier 1 service desk role.
  • Technical Skills: Proficiency with Microsoft Windows and Office 365.
  • ITSM Tools: Hands-on experience with Freshservice or similar ITSM tools.
  • Communication: Excellent verbal and written communication skills.
  • Customer Focus: A strong customer service orientation with a passion for helping others.
  • Problem-Solving: Exceptional troubleshooting and problem-solving abilities.
  • Team Player: Ability to work independently while also being a supportive team member.

Join our team and make a real impact by providing top-notch technical support in a fast-paced, collaborative environment. Apply now and take your career to the next level