Service Desk Analyst

3 weeks ago


Ottawa, Ontario, Canada CQ Search Group Ltd. Full time

Our downtown Ottawa client, a crown corporation has a one year onsite contract opportunity for a Bilingual Service Desk Analyst...............


• Provide first-level investigation and diagnosis for hardware and software issues


• Log all user interactions (incoming and outgoing) into the call-management system


• Establish a course of action to correct issues, provide information to users


• Install, move or set up, and provide ongoing support and troubleshooting assistance to all employees for desktop, laptop and/or peripherals


• Provide deskside support for calls that cannot be resolved over the telephone or via remote management


• Deliver the highest quality of customer service to the users within service levels


• Participate in the creation and ongoing maintenance of a knowledge base on technical issues

Required Qualifications & Skills:


• University degree or a college diploma in information technology


• A minimum of one (1) year of recent work experience in an information technology service desk, operational environment


• A minimum of three (3) years of demonstrated customer service experience

Additional Qualifications The following will also be considered:


• Excellent customer service skills


• Demonstrated experience interacting with individuals at various levels in an organization


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