Service Desk Analyst - Junior

Location

Winnipeg, MB | Canada

Job description

MUST HAVE – Native or B2 certificate in French

L1 and L2 experience.

Specific tools/skillset:

• Bilingual (French/English) required
• Experience: 1-2 years of experience in a diverse technology and customer service-focused role
• Education: completion of a post-secondary degree or equivalent (e.g. non-specialized bachelor degree or business-related community college diploma)
• Ability to converse in French is required
• Good understanding and working knowledge of network protocols
• Solid knowledge and demonstrated experience using desktop products and operating systems
• Excellent communication and customer service skills
• Good problem solving skills
• Adaptive to change and able to manage stress
• Team Player

Role profile description:

• Responding to contacts from Service Desk customers and support teams

• Responsible for Phone, email, Self-serve (thru Service Now) intake, Technical Support and Non-Technical Urgent Incident support. It is the First Level Support and targets First Contact resolution.
• Performing classification, initial support, investigation, and diagnosis of incidents

• Resolving incidents or assign to appropriate second level teams

• Contributing technical content and departmental procedures to the Service Desk knowledge base

• Participating in process improvement opportunities

• Maintaining timely awareness of current initiatives, rollouts, and changes to the technical environment

• Working a variety of shifts.

Job tags

Salary