service Desk Analyst, IT Support - Montréal, Canada - Genpact

Genpact
Genpact
Verified Company
Montréal, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line.

We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

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  • Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower._
  • Welcome to the relentless pursuit of better._

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  • Responsibilities_
- _Manage Support Requests_
- _Resolve Technical Issues_

  • Service Desk Analysts must resolve technical issues. In some organizations, they resolve these issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation so that they can better understand their systems._
- _Accelerate Complex Cases_

  • Service Desk Analysts often must accelerate customer support requests to higherlevel IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively._
- _Manage Service Documentation_

  • Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware._
- _Manage the client assets._
- _Update the Service now inventory as a configuration record._
- _Working closely with several site-based stakeholders_
- _Track the assets, record the assets and complete the annual inventory._
- _Work on discrepancy of assets if any_
- _Work towards concourse clean-up_
- _Timely completion of asset tracking_
- _Should perform reconciliation of hardware, servers and tracking of assets._

  • Qualifications we seek in you_
  • Minimum Qualifications_
- _Bachelor's degree_
- _Basic understanding of IT infrastructure and Troubleshooting_


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  • Preferred Qualifications/ Skills_
  • Service desk analysts neutralize direct customer issues by support with technical knowledge to fix software and hardware problems.

Along with the below skills:
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- _Technical expertise - as they regularly play a direct role in fixing a client's problems, service technicians need excellent technical and system expertise._
- _Problem-resolving abilities - service desk analysts are mainly problem-solvers, so they should be able to devise technical and original solutions to user problems._
- _Communication - operational message is key in this role since service desk analysts required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix software and hardware problems._
- _Time administration - service desk analysts require excellent time management aids and should be able to set priorities when covering multiple issues._
- _Team partnership - service desk analysts routinely work with other IT personnel to resolve user issues, so they need to collaborate with team members and coworkers._


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Job_**_Lead Consultant_


_ Primary Location__CA-Montreal_


_ Schedule__Full-time_


_ Education Level__Bachelor's / Graduation / Equivalent_


_ Job Posting__Mar 22, 2024, 8:10:50 AM_


_ Unposting Date__Ongoing_

  • Master Skills List_Consulting_
  • Job Category_Full Time_
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