IT Service Desk Analyst - North York, Canada - Arisoft Inc

Arisoft Inc

Verified Company

North York, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

IT Service Desk Analyst

Location:
Remote for now eventually Hybrid North York
L1 English Technical Support (Voice + Non-Voice) requirement.

Gather the required information necessary in order to best handle customer technical inquiries
Provide detailed documentation in call logging system
Receive and handle customer problem escalations
Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
Increase knowledge base by passing new issue resolution information to Service Desk's Knowledge Administrator through the established Missing Knowledge process
Promptly notify the teams leads & Critical Incident Management of high priority issues after collecting required information for escalation
Maintain a high level of Quality Customer Service
Willing to work in a rotational shifts environment and provide weekend coverage, whenever needed.
Ability to multitask in a fast paced environment
Strong attention to detail when communicating with customers (verbal & written)
Ability to empathize with customers and convey confidence
Passion to be a part of a hardworking and winning team