Service Desk Analyst Jobs

About The Position

Requirements

• Excellent customer service skills and willingness to go the extra mile helping customers
• Windows support
• Basic networking
• Excellent oral and written communication skills
• High degree of responsibility, commitment and dependability
• Knowledge of Office 365
• 1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role
• ITSM tool usage (preferably Remedy)

Responsibilities

• Provide technical support to users for moderately complex computer related technical problems.
• Communicate technical issues over the phone to a variety of customers
• Answer service desk telephones
• Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.
• Resolve or refer highly complex technical problems as appropriate.
• Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
• Log and track inquiries using an incident management database and maintains history records and related problem documentation.
• Identify customer problems and complaints to ensure that inquiries are successfully resolved.
• Assist with KPI performance and ensure the team overall hits its associated SLA targets.

Benefits

• Paid time off based on employee grade (A-F), depending on grade: Vacation: 12-25 days
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs