Remote Service Desk Analyst II — Incident & Knowledge Lead

OnX Canada; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A technical support company in Toronto is seeking a Customer Service Analyst to provide support for various business products. Responsibilities include managing incidents, collaborating with analysts, and creating knowledge base entries. The ideal candidate will have a high school diploma, ITIL certification, and two years of experience in a technical support environment. Strong communication and customer service skills are essential, along with the ability to work remotely.

Qualifications

• High School diploma required
• ITIL Foundations Certification Required
• Vocational / Technical / Business School preferred (6-8 Months specialized training)
• Net+, CCENT preferred
• CCNA desired
• Two years of experience in a Service Desk or technical support environment
• Excellent written and oral communication skills
• Excellent customer service and conflict resolution skills
• Solid understanding of Information Technology and computing systems
• Solid networking fundamentals
• Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
• Familiar with ServiceNow Incident Management System
• Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies
• Ability to help others while meeting individual performance goals
• Ability to work remotely

Responsibilities

• Serve as escalation for internal/external customers for incidents, requests, and inquiries.
• Log and document detailed ticket activity until resolution is complete.
• Collaborate with other analysts to determine resolutions for customer incidents and requests.
• Create knowledge base entries for repeatable solutions.
• Make outbound calls as part of the Incident Management lifecycle.
• Monitor alerts from alarming tools to log incidents and respond accordingly.
• Other duties as assigned.

Job description

A technical support company in Toronto is seeking a Customer Service Analyst to provide support for various business products. Responsibilities include managing incidents, collaborating with analysts, and creating knowledge base entries. The ideal candidate will have a high school diploma, ITIL certification, and two years of experience in a technical support environment. Strong communication and customer service skills are essential, along with the ability to work remotely.