Service Desk Analyst - Remote

Overview

The Service Desk Analyst is responsible for first-point-of-contact communications in a client-facing role supporting the Company's products and offerings, playing a crucial role in triage, support, and resolution for technical issues reported by client end users.

In Short

• Act as point of contact for clients for incident and service request management.
• Respond, diagnose, and resolve issues within set SLA/SLO targets.
• Employ excellent communication skills to relay technical information to non-technical stakeholders.
• Leverage system tools and Knowledge Base resources to achieve first contact resolution.
• Support Application Support Lead in documenting technical issues and resolutions.
• Contribute to Problem Management initiatives during Incident Management stages.
• Maintain a comprehensive understanding of products and industry trends.
• Adhere to company security, privacy, and confidentiality policies.
• Provide guidance to junior team members.
• After-hours support on rotation for major incidents.

Requirements

• Bachelor's Degree in Computer Science, Engineering, or related field.
• Minimum of 3 years of experience in software support and service groups.
• Experience with 24x7 service desk operations.
• Knowledge of ITSM tools like ServiceNow or JIRA.
• ITIL v3/v4 Foundations Certification preferred.
• Problem-solving experience in providing software support.
• Experience with Quality Assurance and Testing protocols.
• Bilingual English and French preferred.

Benefits

• Opportunity to work in a fast-paced environment.
• Continuous learning and skill development.
• Collaborative team culture.
• Support for maintaining positive client relationships.
• Contributions to innovative and best practices in software development.