Service Desk Analyst L1

Responsibilities

• Responds to user questions and inquiries via telephone, email, web and other communication methods
• Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
• Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
• Provides professional, courteous, prompt and accurate support and solutions to users. enterprise system software
• Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
• Properly documents problem ticket into on-line Help Desk System.
• Assists other IT technical staff in providing users feedbacks and user statistics.
• Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
• Updates Help Desk database information.
• Follows up and communicates ticket information to users when appropriate.
• Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
• Assists with desktop and laptop imaging and installation as needed.
• Assists in the operations of enterprise systems as needed
• Create and updates user accounts creation as needed
• Follows help desk and departmental guidelines and operating procedures.
• Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge.

Experience

1+ years’ experience in 24x7 operations supporting Canadian French

Overseas Experience

Not Applicable

Technical Skill

• Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)
• Very good knowledge on VPN concepts and working experience in VPN troubleshooting
• Working experience in Internet troubleshooting and wireless routers
• Knowledge on active directory, domain controllers and good exposure to active directory concepts
• Working experience in password reset tools and self
• Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)
• Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment.

Management Skills

• Skills in written and verbal communication.
• Skills in managing multi-vendor environment and ability to work with various resolver groups in driving the speedy resolution

Mandatory Skills

• Knowledge of principles and operations of computer systems and related peripheral equipment
• Ability to analyze and troubleshoot users problems via the telephone
• Ability to maintain knowledge of current technology and able to learn new technology
• Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
• Ability to understand and respond to user questions in an effective and courteous manner
• Ability to convey technical procedures and directions in layman’s terms
• Proficiency with operating systems, including Windows and MacIntosh’s operating systems
• Possess advanced knowledge and understanding of networking and personal computer hardware
• Good knowledge on VPN concepts and troubleshooting VPN connections
• Knowledge on Virtual Machines / Citrix
• Knowledge/exposure on ticketing tools like Remedy, ServiceNow
• Knowledge on active directory, domain controllers etc. and exposure to password reset tools
• Troubleshooting experience using remote control tools like Bomgar