OverviewThis role is the technical service support position within Client Engagement team.& The Service Desk Analyst is responsible for the correct handling of.

• & Being the “front line” in directly supporting our end-user customers remotely in both English and French.
• Act as a the technical expert to solve the majority of end-user support issues
• & Assist the NSOC team members with technical training and be a point of escalation for the NSOC for next day service.&
• & Perform routine administrative and operational tasks on customer on-prem infrastructure remotely.& Tasks include end-user application and workstation support.& Windows domain and networking administration.& Extensive experience troubleshooting local and remote workers access related issues.&
• Provide remote hands technical support for end-user laptop and workstation issue resolution, office IT break/fix including access points, servers, printers, and copiers.
• Respond to Incidents via our ticketing system in accordance with severities and SLA response time.&

& The successful candidate has a Customer First outlook and believes deeply in providing an exceptional user experience.& This is not an entry level position and the candidate is expected to have a generalist knowledge of office Information Systems.& The candidate can resolve moderately difficult technical problems independently and is able to work remotely with reduced supervision.& The candidate must have a strong work ethic, ability to set schedules and prioritize tasks and have excellent customer relation skills.& The candidate can quickly assess when an issue needs to be escalated to more senior technical resources and can assess the urgency of an issue and react accordingly.& This is a full-time permanent position in which on-the-job training will be provided for various technical skills.
Qualifications& To be considered for this role, the ideal candidate will possess the following qualifications and characteristics.& The successful candidate will continue working on these qualities while in this role as they represent a foundational level of skills and requirements for all Operations staff.
Prerequisite Qualifications

• & Fluent in conversational French and English and has proven able to perform all qualifications and responsibilities in the Service Desk Analyst responsibilities above in both English and French.&
• Must be able to attain a Federal Reliability clearance to work with Government and Crown corporations.
• Has completed the following Certifications:& A+ Certified, Microsoft Certifications, Fortinet NSE Level 1 2, ITIL Foundations Certifications, or Security certifications

General Requirements

• & A proven track record in creating and maintaining troubleshooting documentation.
• & Accurate accounting of tasks and time spent on customer activities through our Ticketing Systems and other Information systems.
• & Ability to be on-call and respond to after-hour incident management on a periodically scheduled basis.
• & Must be responsible, able to work autonomously and is highly motivated
• & Must have excellent time management and prioritization skills.