Service Desk Analyst (English)

Job Title

Service Desk Analyst (English)

Location

Tampa, FL 33634

Mode

Contract (6+ Months) - Onsite / Hybrid

Rate - $18/hr

USC/GC only

Job Summary

To perform a support role for our international customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing. The main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.

Key Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone for customersâ end users
• Route problems to internal support group
• Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
• Administer and provide User Access in various systems
• Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
• Excellent communication and conversation skills (both verbal and written)
• Fluent English and French
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to acquire new information quickly and the willingness to do so at all times

Skill Requirements

• Understanding of the IT environment and readiness to learn new processes and technologies
• Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
• ITIL knowledge and certification would be an asset
• Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira etc.

Other Requirements

• 1 year of previous IT experience (Customer Service & Technical Support