Job Description :Our client is looking for a ServiceDesk Analyst to join the team.

Must Have Primary Skills :

• Experience in operating systems (Windows, MS Suite, AD, Intune, ITSM Tool, SharePoint).
• Knowledge of hardware components and peripherals.Familiarity with software applications and productivity tools.
• Experience with desktop and server operating systems, and familiarity with the fundamental principles of ITIL.
• Experience in Mobile phone provisioning and in Microsoft Office 365 applications support
• Experience In user provisioning / on-boarding /off-boarding

Nice To Have Secondary Skills :

• A technical Diploma in Information Technology/computer systems, computer science, or a related field is preferred but not always required.Customer service certification and ITIL 
• Foundation are an asset. 
• Previous experience in customer support, technical helpdesk, or a similar role is advantageous.

Proven Experience In :
The Technology & Innovation Service Desk Analyst will support all business units within the cluent by providing Service Desk and support services for continuous IT operation so that end users can accomplish business tasks and will report to the Technology and Innovation Service Desk Manager. These duties include receiving, prioritizing, documenting, and actively supporting the resolution of the end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual provide in-person, hands-on help at the desktop level. This position will be responsible for providing excellent customer service, tier 1 technical support, accurate requirements gathering, and assistance to users within the organization. Your primary role involves excellent customer service, understanding the customer's issues and communicating this in the ticket process, tier 1 troubleshooting to resolve technical issues, and owning the customer journey of the support from start to end. You will handle issues that users encounter with hardware, software, applications, and network systems; collect the requirements and advocate for the user to ensure the timely resolution.

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Please send your resume to [email protected]