Rapid Response Analyst, Managed IT Services - Dartmouth, Canada - MNP

MNP

Verified Company

Dartmouth, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada's largest consulting organizations, we're so much more We're also serious about technology.

Make an impact with MNP Digital as a
Rapid Response Analyst.

You will be an integral part of the team responsible for responding to clients' technical concerns that come in to us from our client base while adhering to service level standards.

The Rapid Response Analyst will work Tier 1 or 2 incidents and service requests to resolution or escalate as required.

At MNP Digital, our strength is our people. An investment in our people is an investment in our success.

You will have the opportunity to learn from leaders in their fields, develop new skills, and cultivate new relationships to support your career goals.

If you're ready to take your career into your own hands, you've come to the right place.

Responsibilities

Resolve highurgency issues for end users and client organizations
Deliver a strong customer service experience to clients via Phone/Chat Support
Provide accurate assessment of customer issues and requests
Accurately log customer calls and chats in Service Tickets
Recognition and escalation of outofscope issues to specialized teams
Collaborate with team members and team leaders to ensure fast resolution of client matters
Adhering to internal policies, procedures, and guidelines
Prompt and accurate submission of timesheets in accordance with corporate billing policies

Skills and Experience

12 years of professional customer service experience
A relevant technical postsecondary diploma, IT related certifications or equivalent work experience
1 year of professional IT experience, preferably in call center environment
Strong team player with a positive attitude and a desire to learn
Outstanding customer service and communication skills
Strong time management, attention to detail and troubleshooting skills
An understanding of the importance of detailed time tracking and recording
Basic knowledge of Active Directory (AD DS and Azure AD)
Basic knowledge of Modern Authentication methods (MFA)
Basic knowledge of MS 36
Basic knowledge of Networking; including DNS, DHCP
Basic knowledge of Windows Operating Systems
Basic knowledge of Mobile Phone Operating Systems (iOS, Android)
Basic understanding of Role Base Access Control concepts

More than a paycheque, MNP is proud to offer customized rewards for our team members.

With a focus on health and wealth, we provide an extensive list of benefits that support our unique culture and foster work-life integration.