Service Desk Analysts/Customer Support

We are currently looking for Experienced Service Desk Analysts/Customer Support for our client in Fredericton, NB .

This is a fantastic company to get in to as it is a long-term position that can turn into a permanent position.

Our client is looking for meticulous and committed service desk analysts to join their team to provide the initial Point of Contact for Incident Reporting and Service Requests.

This is a Monday to Friday, full time position with a pay rate of $17.00
– $20.00 per hour depending on experience.

Service Desk Key Responsibilities:
• Responsible for the day-to-day activities of the Incident Management process
• Investigate and resolve general Incidents within scope, adhering to stated KPIs and SLAs
• Logging all incoming phone calls, emails and communicator messages into Incident Management database
• Enters Incident information accurately and escalate according to established procedure
• Provides initial assessment of Categorization and Severity for reported Incidents
• Provide implementation and post implementation support
• Participate in “on-call” support Service Desk Qualifications:
• Experience with desktop applications
– Office 365, Windows 7, 10, MS Office Suite, Internet Explorer 11, Microsoft Edge, Google Chrome, SCCM remote control, SharePoint, Remote access
• Familiarity with Microsoft Office, Exchange, Active Directory, and other Office applications
• Minimum 4 Years of Experience
• College Diploma or Degree preferred in IT related field
• Demonstrated high energy with a focus on Customer Service
• Experience with end user computing technologies
– desktops, laptops, handheld devices, mobile devices
• Strong interpersonal, written, and verbal communication skills
• Ability to analyze, troubleshoot, and escalate technical issues through to resolution
• ITIL Foundations or working knowledge an asset
• Must be willing to provide a criminal record check

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