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    IT Service Management Support Analyst - Ottawa, Canada - RJR Innovations

    RJR Innovations
    RJR Innovations Ottawa, Canada

    4 days ago

    Default job background
    Description

    Job Responsibilities

  • Providing first level and second level support to end users for an external Service Desk application
  • Ensure all calls and emails to the service desk are properly documented in the Service Desk application, this includes initial troubleshooting of issue and information gathering
  • Monitoring the Service Desk queues to ensure that tickets are processed in a timely manner which includes first contact with clients and closing all completed tickets assigned to the Service Desk queue
  • Interact with other team members where necessary to ensure incident tickets are resolved in a timely manner
  • Responsible for checking Service Desk voicemails and emails
  • Providing internal RJR Innovations support for IT issues
  • Responsible for routing tickets according to the appropriate service levels if a resolution cannot be reached at the first level
  • On call after hour support may be required.

    • Job Requirements, Essential

  • A diploma/certificate in post secondary education or equivalent experience;
  • Excellent IT troubleshooting skills;
  • Strong verbal and written communication skills in both official languages;
  • Excellent interpersonal and customer service skills, which will enable the candidate to build positive relationships and work with all levels of staff and clientele;
  • Ability to work under pressure and multi-task;
  • Exceptional organizational skills and detail oriented;
  • Strong professional image.
  • Job Type: Full-time (Partial remote work)
  • Salary: $40,000.00 to $60,000.00 /year

    • Experience:

  • IT Support: 1 year (Preferred)
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