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Analyst, Service Desk

Kim-Tam Logistics
Laval, CAN
Full-time
Onsite
Discovered 3 weeks ago

Full Job Posting

Responsibilities

  • Coordinate incident and request handling processes
  • Assessing, prioritizing, and fulfilling user requests and follow up as needed
  • Provide first level incident and request resolution as first call resolution (FCR) when possible
  • Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure)
  • Provide accurate description, information, and resolution notes into ticketing system
  • Manage Active Directory, BES, and a variety of ERP accounts and services
  • Manage users' expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner to handle.
  • Work with team members and other IT members to ensure a consistent level of service
  • After Hours support when scheduled (Weekly rotation between members of the Service Desk Team)
  • Support Hardware and Software installations and configurations as defined by current standardized procedures
  • Assist with the development and preparation of various processes and procedures, documentation, and projects.
  • Maintain integrity of PC and communications asset management
  • Seek opportunities to improve user satisfaction

Education & Certifications

  • Post-secondary education in a related field

Qualifications

  • Strong communication skills (verbal and written)
  • Working knowledge of MS Office applications
  • Strong troubleshooting skills
  • Understanding of Remote Connectivity (i.e. Modem/Dial-up/VPN)
  • Strong working experience in web-based products and web browsers
  • Knowledge of various Windows Operating Systems
  • Good phone communication manner
  • Customer Service driven

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