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Industry Information Technology
City / Ville Calgary
Province Alberta [AB]
Country / Pays Canada [CA]
Title / Titre Service Desk Analyst I
Job ID 12815
Position Overview The Service Desk Analyst (SDA) will work in a high volume environment providing incident or request resolution for application and hardware incidents while working closely with the customer in our 24/7/365 environment.

This role is for an excellent communicator who excels in customer satisfaction and problem resolution.

Our ideal candidate will be an energetic, "doer" who is able to set their own priorities while maintaining a necessary "calm", who has a passion for customer service, who pays strong attention to detail and outstanding communication skills.
Responsibilities Respond to all inbound and outbound calls and web ticket within a set timeframe
Provide Application and Technical Support via phone and /or email in accordance to SLA’s
Manage and maintain client specific Knowledge Databases
Respond to network, server and communication incidents
Follow up with end user to ensure satisfactory resolution of aged incident or request
Accurately record all information regarding end user incidents or requests into ServiceNow
Monitoring all client calls assigned to you to ensure that service commitment levels are met
Demonstrating multi-tasking and follow-up skills
Maintain at least 65% resolution rate on initial call
Comply with the Quality Management System (QMS)
Complete tasks or special projects as assigned by supervisor(s)

Position specific details
One of our Clients is transitioning from Windows XP/ Office 2003 to Windows 7 / Office 2010. The primary role of the Service Desk Analyst (SDA) will be to troubleshoot issues related to the Windows 7 and Office 2010 project. The analyst will also be required to answer other calls that are non-related to the project. (i.e. Provide incident or request resolution for application and hardware incidents).
Requirements Minimum of one year of related working experience
Proven ability to multitask in a busy, diverse, client-oriented office environment
Highly professional
Takes pride in seeing a job complete and well done
An appreciation for how technology serves the end user, especially in the following areas:
-Microsoft desktop environments
-Ticketing systems and case management
-Windows XP and 7
-Office 2010
Advanced telephone customer service skills
Maintains professional conduct during intense and stressful work periods
Time-conscious and reliable
Proactive and organized
Job Type Full-Time
Date Added 11/21/2012
Years Experience 1-3
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