Incident Analyst (Service Desk Analyst)
- Markham, ON
- Permanent
- Full-time
- Primary & Secondary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
- Provides Service Desk support to end users on a variety of issues.
- Provides Service Desk on-site support as well as advanced support and escalations.
- Perform remote and on-site tech support of hardware, software and network issues for various clients.
- Proactively monitor ticketing system to ensure timely resolution of client tech support issues and escalating to management for assistance when appropriate.
- Assign requests or incidents to appropriate queues for follow up.
- Responsible to log a ticket for any IT issues received via phone, or e-mail in Service Desk's ticket management tool.
- Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error.
- Access industry resources including product documentation, knowledge base articles, FAQs, and online resources to aid in incident resolutions.
- Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles. Help build and update technical documentations, manuals and indicate if changes need to be reviewed with IT policies & procedures.
- Provides professional, courteous, prompt and accurate support and solutions to end users.
- Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
- Work with assigned project leads and project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of projects for our clients." /> The Incident Analyst will provide on-site end-user support as well remote support. They will also ensure customer/employee satisfaction is maintained, service levels are achieved, and quality is not compromised.
- Primary & Secondary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
- Provides Service Desk support to end users on a variety of issues.
- Provides Service Desk on-site support as well as advanced support and escalations.
- Perform remote and on-site tech support of hardware, software and network issues for various clients.
- Proactively monitor ticketing system to ensure timely resolution of client tech support issues and escalating to management for assistance when appropriate.
- Assign requests or incidents to appropriate queues for follow up.
- Responsible to log a ticket for any IT issues received via phone, or e-mail in Service Desk's ticket management tool.
- Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error.
- Access industry resources including product documentation, knowledge base articles, FAQs, and online resources to aid in incident resolutions.
- Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles. Help build and update technical documentations, manuals and indicate if changes need to be reviewed with IT policies & procedures.
- Provides professional, courteous, prompt and accurate support and solutions to end users.
- Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
- Work with assigned project leads and project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of projects for our clients." />
The Incident Analyst will provide on-site end-user support as well remote support. They will also ensure customer/employee satisfaction is maintained, service levels are achieved, and quality is not compromised.
- Primary & Secondary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
- Provides Service Desk support to end users on a variety of issues.
- Provides Service Desk on-site support as well as advanced support and escalations.
- Perform remote and on-site tech support of hardware, software and network issues for various clients.
- Proactively monitor ticketing system to ensure timely resolution of client tech support issues and escalating to management for assistance when appropriate.
- Assign requests or incidents to appropriate queues for follow up.
- Responsible to log a ticket for any IT issues received via phone, or e-mail in Service Desk's ticket management tool.
- Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error.
- Access industry resources including product documentation, knowledge base articles, FAQs, and online resources to aid in incident resolutions.
- Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles. Help build and update technical documentations, manuals and indicate if changes need to be reviewed with IT policies & procedures.
- Provides professional, courteous, prompt and accurate support and solutions to end users.
- Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
- Work with assigned project leads and project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of projects for our clients.
- Ability to communicate professionally, accurately and effectively, both verbal and written.
- Ability to clearly communicate technical concepts to non-technical people.
- Experience with Incident Management, Problem Management, Knowledge Management, or Service Level Management is an asset.
- Excellent customer service skills.
- Technical knowledge in computer hardware and software configuration.
- Ability to multi-task in a fast-paced environment
- Ability to act individually and work together with others as part of a team
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
- Experience in 24/7 operations (Candidates earlier worked in technical contact/call centers in a voice support capacity)
- Experience with enterprise messaging services, anti-spam, end-point protection systems including anti-virus/malware
- Ability to analyze and troubleshoot users' problems via telephone & email.
- Ability to communicate professionally, accurately and effectively, both verbal and written.
- Ability to clearly communicate technical concepts to non-technical people.
- Experience with Incident Management, Problem Management, Knowledge Management, or Service Level Management is an asset.
- Excellent customer service skills.
- Technical knowledge in computer hardware and software configuration.
- Ability to multi-task in a fast-paced environment
- Ability to act individually and work together with others as part of a team
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
- Experience in 24/7 operations (Candidates earlier worked in technical contact/call centers in a voice support capacity)
- Experience with enterprise messaging services, anti-spam, end-point protection systems including anti-virus/malware
- Ability to analyze and troubleshoot users' problems via telephone & email.