Our client, well renown in the telecommunications industry is hiring an Analyst, IT service desk for their office in Montreal or Trois-Rivières.
Under the direction of the Supervisor, IT Service Desk and in accordance with established procedures, policies and available tools, the incumbent is responsible for providing first level / remote support on reportedincidents or logged service requests to users in the Quebec and / or Ontario offices.
1.Provided efficient and timely first level / remote support to IT Service desk users
2.Process incoming calls to the Service Desk via telephone / e-mail / Web and ensure courteous, timely and effective resolution of end user issues or requests.
3.As per ITSM processes, create tickets and prioritize as required
4.Ensure tickets are handled in accordance with service-level agreements
5.Provide first level resolution at Service desk for incidents and requests :
6.When required, ensure efficient and clear hand off to other support groups and conduct effective ticket lifecycle management (Assume responsibility of assigned tickets, from receipt through completion and closure.)
7.Handle critical user incidents, associated user communications, activities and any appropriate escalations as required
8.Communicate efficiently and suitably with users, assuming control of the relationship
9.Participate in developing documentation, knowledge base artifacts and optimizing technical support procedures
10.Assists with other departmental requests as required and performs special projects as assigned