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Industry Information Technology
City / Ville Calgary
Province Alberta [AB]
Country / Pays Canada [CA]
Title / Titre Service Desk Analyst II
Job ID 12934
Position Overview Are you an excellent technical customer service professional who thrives in environments where you handle a wide spectrum of functions?

This would include the day-to-day requirements of an active client service office, as well as data administration, client liaison, and managing Field Technicians. If you are, then continue reading.
Responsibilities • Respond to client and business partner requests received via phone, Email and Internet
• Create incidents and maintain complete and accurate updates using our IT Service Management system
• Coordinate activities with other team members to ensure that client needs are fulfilled in a timely and efficient manner
• Provide support to our service partners via timely communications and regular incident updates
• Have a thorough understanding of assigned accounts
• Take initiative to ensure team objectives are met
• Work with our National Service Partners and Operations personnel to ensure excellence in customer service and satisfaction
• Control costs, and increase the productivity of the services organization
• Take complete ownership to drive every service incident to completion while ensuring that Service Level commitments and customer satisfaction are met
• Verify part(s) availability and orders part(s) as required to the meet SLA’s
• Escalate service calls using standard logistics escalation processes and hierarchy when necessary
• Assign service call to appropriate Field Technician using the Scheduling Tool based on availability, geography assignment, and skill set
Requirements • Superior communication skills (written and oral)
• Demonstrated organizational, analytical and decision making skills
• Proficiency in MS applications
• Flexibility with client focus
• Resourceful with excellent planning and organizing
• Strong Customer Service Skills
• Superior organization skills
Job Type Full-Time
Date Added 12/21/2012
Years Experience 4-7
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