Technology Analyst II – Incident Management Specialist
TELUS
ServiceNow
Global Service Desk Analyst
Long View Systems
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$22 per hour
Job Level
JuniorMid-Level
About the role
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
- Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle
- Understand and assist with all internal and external escalations
- Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
Requirements
- 2+ years of experience in a technical support role providing tier I support in a service desk or help desk role
- The ability to speak in a professional environment
- Excellent written and verbal communication skills
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off of the phone
- ITIL Incident Management understanding
- A+ Certification
Benefits
- Great people and culture
- Recognition programs
- FUN is one of our core values
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingincident management
Soft skills
communication skillscustomer serviceadaptabilitystress managementrapport building
Certifications
A+ Certification
