Service Desk Analyst

Job Description :

Your tasks:

• User guidance and support (by video/chat/phone sessions or emails) regarding the use of premises information systems / ICT tools.
• Categorize and prioritize incoming tickets and users’ requests, escalate where needed.
• Follow-up of related incidents, of any user’s requests and bug reports.
• Documenting of knowledge, known issues, shared this knowledge with colleagues and maintain IT support Knowledge Base.
• Conception and organization of user documentation for information systems and/or Service support procedures.
• Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution.
• Follow-up of service quality in the context of incident, problem and impediment management.

Requirements

• University degree in IT or relevant discipline, combined with minimum 3 years of relevant working experience in IT.
• Proven knowledge in end user assistance and support of information systems.
• Good knowledge of ITIL.
• Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana).
• Knowledge of wiki, collaborative sites and social networks and office automation tools.
• Work experience with SAP, and Oracle would be considered an asset.
• ITIL foundation certification would be a strong asset.
• Excellent command of the English language, good understanding of French would be an asset.