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Support Analyst L2

Sourcefit -   Eastwood Libis, QC

Posted 38 days ago

Salary: Not Disclosed

Tags: analyst ,

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Summary:

The Service Desk team is tasked with providing the first point of contact for the customer. Key performance indicators ensure the team's direction and strategy are aligned with ensuring clients are satisfied and contract obligations fulfilled.

What’s in it for you?

-Health Insurance (HMO)

-Competitive Salary

-Expanded maternity leave up to 120 days

-Allowances

-Paid Time offs (Vacation Leaves Are Convertible to cash if unused)

-Companywide events

-Fun & Relaxed environment

Job Details:

Support Analyst L2

Eastwood Libis, QC (Work from home until further notice)

Monday to Friday | Shifting

Responsibilities:

• Working on a rotating roster (Monday to Friday):

• Answer, diagnose, log, fix or escalate incoming phone calls, e-mails, or face to face requests from clients experiencing problems with hardware, software, or networking, within agreed SLAs.

• Research, isolate and resolve routine issues, escalating complex problems in accordance with internal procedures.

• Action Service Requests, or Requests for Information from clients; within agreed SLA.

• Take ownership of issues through the entire process, whilst maintaining a great level of communication and attention to detail.

• Create, update and follow knowledge base articles (KBAs) to improve the team’s effectiveness.

• Manage escalated tickets from Service Desk Analysts

• Provide on-call after-hours support, rotating roster

• Attend client sites as required.

Key purpose of this position within the team:

• Work cohesively together to achieve common goals of the team

• Provide first point of contact for clients; via phone, email, ticketing tool

• Provide outstanding customer service to all stakeholders

Qualifications:

• Minimum 5 years as a Support Analyst in a similar role or large organization.

• The ability to work well in a team

• A proactive approach to managing IT

• A strong focus on customer service

• A genuine interest in resolving IT issues with users at all levels of the organizations

• An excellent work ethic that will inspire confidence in management

• The discipline to work with minimal supervision

• An understanding of the importance of time-sheeting and call logging standards and a willingness to put that into practice

• Strong verbal and written communication skills

Knowledge and Skills

• Excellent troubleshooting and problem-solving skills with the ability to multitask.

• Working knowledge of ITIL.

• Working Knowledge of cloud solutions – Azure, AWS, GCP

• Working knowledge of Microsoft Operating systems and Applications, Active Directory, Exchange, Office 365. (Strong emphasis on certifications to ensure you develop and grow)

• Understanding of networking principles and experience troubleshooting connectivity issues.

• Experience with troubleshooting mobile devices, including Windows, iPhones, and others.

• Understand the importance of time sheeting and call logging standards with a willingness to put it into practice.

• Previous experience with ticketing system.

• Great written and verbal communication abilities while you work with all levels of staff in an organization.

• Attention to detail.

• Experience and enjoyment in providing excellent customer service.

• Ability to create and update technical documentation

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