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    Service Desk Analyst - Montreal, Canada - Sony Pictures Imageworks

    Sony Pictures Imageworks
    Sony Pictures Imageworks Montreal, Canada

    Found in: Talent CA C2 - 8 hours ago

    Default job background
    Full time
    Description

    Responsibilities

    Customer Service Support

  • Responds to common requests for service by providing information to enable fulfillment.
  • Promptly allocates unresolved calls as appropriate.
  • Maintains records, informs users about the process and advises relevant persons of actions taken.

    • Incident Management

  • Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
  • Advises relevant persons of actions taken.

    • Systems Installation and Removal

  • Follows agreed procedures to perform simple installations, replace consumable items and check the accurate working of installations.
  • Documents and reports on work done.

    • Network Support

  • Assists in the investigation and resolution of network problems.

    • Application Support

  • Assists in the investigation and resolution of issues relating to applications.

    • Security Operations

  • Performs simple security administration tasks. Maintains relevant records and documentation.

    • Knowledge Management

  • Maintains knowledge management systems and content to meet business needs.

    • Asset Management

  • Uses agreed procedures to maintain an accurate register of assets.
  • Performs activities related to the administration of assets.

    • Qualifications

  • Bachelor's degree, with a preference for Computer Science, Engineering or other technical degree.
  • ITIL Foundation Certification
  • 2+ years' experience working on a helpdesk or other customer service role, preferably in a Media related industry.
  • Experience in customer service management techniques
  • Experience working in a Linux or Windows environment providing technical support.
  • Experience working with FreshService or a similar service management system.
  • A true teammate with superb communication and interpersonal skills
  • Ability to work with distributed teams.

    • We value unique perspectives, and want diverse, unique talent to work with us. We encourage candidates from all identities to apply.

    Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, national origin, disability, age, sexual orientation, gender identity, or other protected characteristics.

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