Service Desk Analyst

6 Month Contract + Rolling Extensions

Location: 3115 Harvester Road, Burlington, Ontario, Canada (HYBRID ~ 3 days per week on site)

Shift: Looking for someone flexible with shifts. The Service Desk is open M-F 7:00am to 7:00pm. Weekend on-call rotation.

Compensation:

$15.00/hour to $17.00/hour in US Dollars

*Exact compensation may vary based on several factors, including skills, experience, and education.

Required Experience:

• High School Diploma required, associate or bachelor's degree from an accredited college or university, or equivalent experience desired. A degree in Computer Science, Information Technology, Computer/Data Systems Management or a related field or discipline is preferred.
• Preferred experience in a Customer Call Center environment.
• Fluent in both French and English
• It is generally desirable for a person in this position to possess professional or technical education such as HDI Support Center Analyst/ Customer Service Representative; A+, ITIL, and ability to maintain those certifications in active status.
• Good typing skills with a minimum of 45 wpm required.
• Strong oral and written communication skills.
• Demonstrated ability to work in a team environment, with strong interpersonal skills.
• Ability to work assigned/ required shifts requested by leadership to ensure organizational support needs.
• Consistent performer utilizing engagement and diplomacy skills to achieve required results.
• Strong multitasker with strong attention to detail. Ability to multi-task across three platforms: Calls, Chat and Tickets.

Job Duties/Description:

• Provide exceptional customer service to all our internal and external customers by being courteous, polite and friendly toward all those we serve. Acknowledge and address customer's issues immediately to determine the overall support needs and proper resolution path.
• Search Knowledge Base articles and/or Standard Operating Procedures for possible resolutions or the escalation of individual requests to an elevated support team for further assistance. Actively and energetically participate in departmental programs that promote and deliver exceptional customer service to those we serve.
• Provide first level technical support and triage by receiving, processing, and responding to work requests for timely resolutions through a variety of support channels including email, telephone, ITSM ticketing system, and email. Independently owning the customer experience throughout support engagement.
• Assess customer support needs by guiding and assisting customers in established procedures for requesting equipment, relocations, software installation, sign on or programming changes. Evaluate the nature of and complexity of call to ensure proper call handling.
• Fully document all associated resolutions/ actions taken in ITSM ticking system; including, description of incident, troubleshooting methods performed, and actions taken to final resolution.
• Assist Tier 2/ 3 Team Members on support projects and departmental operations as engaged or requested.
• Consult with team lead on escalated tickets and follow-ups.
• Maintain and demonstrate excellent teamwork on all assigned and scheduled support projects.
• Responsible and accountable for being on time and ready to perform duties and assignments when scheduled and without challenge. Will be self-directed and self-governing as it relates to your responsibilities whether working in the office or remote.
• Responsible for completing all timesheets, compliance training, and shift changes independently.
• Perform all other duties and special projects as assigned by senior tier members or Customer Support Leadership.
• Ability to work all shifts, weekends, and holidays to support the business.
• Language skills English (required), French (Required)
• Ability to work remote and office in Hybrid model.