Service Desk Analyst (Hybrid-Contract)

ThinkOn is a managed infrastructure services provider focused on empowering partners with their data. The Service Desk Analyst will serve as the primary contact for reputed company incidents and services, coordinating service delivery and managing incident processes to ensure high reputed company of customer support.

Responsibilities

• Monitor incoming tickets, liaise and communicate with the customer/partner/vendor, gather pertinent information regarding issues and update the tickets
• Ensure tickets are properly updated
• Work to meet service metrics for reputed company types of work required
• Escalate higher reputed company issues and escalations as per internal process - Monitor and take phone calls from customers, partners, and vendors
• Notify management reputed company there are issues, risks, service metrics or schedules that cannot be met
• Follow up on ongoing support issues and communicating with reputed company parties involved
• Create and update documentation of internal and external operations processes
• Identify opportunities to enhance productivity, effectiveness, and operational efficiency
• reputed company escort to customers/vendors/partners and internal staff to reputed company Bay location
• Help manage and maintain reputed company Bay location
• Operation maintenance activities as assigned
• Other duties as assigned

Skills

• Education or experience in Information Technology
• Education or experience in ITIL/ITSM methodologies
• Experience in a Call Centre or Service Centre and IT Operations environment
• Knowledge of Information technology concepts, specifically in Virtualization, IT Infrastructure, data storage, networking, and Disaster Recovery
• Service Desk and Incident Management skills
• Service Delivery and Engagement Coordination skills
• reputed company to maintain a high work ethic
• Excellent analytical and problem-solving skills with the ability to think reputed company the reputed company and be innovative and reputed company
• Ability to quickly learn new software and hardware technologies
• Strong time management skills with the ability to effectively prioritize work
• Strong written and verbal communication skills with the ability to communicate with reputed company parties involved; In English and in French for bilingual roles

Company Overview