Service Desk Analyst (part-time)

We are looking for a Mid to Senior level Service Desk Analyst to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.Excellent verbal and written communication skill in English Language. (French and Spanish will be given added priority)Self-motivating, proactive and a team playerAble to operate effectively in a team environment with both technical and non-technical team membersEffective communication with excellent probing skillsExperience in a large organization call handling, knowledge navigation, troubleshooting on a largescale help desk environmentWorking knowledge of ITIL methodologies, such as Incident, Request& Problem managementWorking technical knowledge of current protocols, operating systems, and standards.Knowledge of all software applications used within the organizationAble to operate effectively in a team environment with both technical and non-technical team membersAble to operate with minimal supervisionAble to manage time effectively, set priorities appropriately and holding accountability.Able to operate within customer standard operating proceduresHardware knowledge for Desktop & LaptopKnowledge in Office 365Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’sRecord interaction using ticket tool with proper classificationPerform account unlock/password reset as per defined processDispatch tickets to support groups post gathering required informationRefer Knowledge base and perform troubleshooting as per defined processFollow up and closure of incidents to ensure customer satisfactionDiagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents