IT Service Desk Analyst - Ottawa, Canada - DXC Technology

DXC Technology

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Summary
Provides level 1 technical support to users for all computer related technical problems to various accounts that are supported. Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue.

Essential Job Functions
Assists customers in resolving all technical problems by providing troubleshooting guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.

Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Other duties as required/requested

Basic Qualifications
High school diploma or G.E.D.

One or more years of technical training in computer support preferred

One or more years of technical or customer support experience

Experience working with company products and operating systems

Experience with solving computer-related problems

Experience working with company escalation policy

Other Qualifications
Interpersonal skills to interact with customers and team members

Strong communications skills

Organization skills to balance and prioritize work

Analytical and problem solving skills

Leadership skills to mentor and provide guidance to less experienced personnel

Ability to work individually as well as in a Team

This is a remote role

Note:
This option is reserved for applicants needing a reasonable accommodation related to a disability.