Service Desk Analyst II (BILINGUAL)

LocationMontreal
Job CategoryInformation Technology
SP-ID25750
Position TypeContract
Application Deadline November 6, 2020
Experience Required3 years
Job Duration1 year
Education RequiredN/A

Our client is looking for a “Service Desk Analyst II” to work in Montreal.
 
JOB DESCRIPTION:
 
• Serve as the initial contact for student information system application issues and service requests via our ITSM ticket management system, telephone or email
• Accurately diagnose application issues; gather all applicable information; and perform standard, preliminary research using all relevant available resources
• Effectively communicate with requesters in a clear, positive, and professional manner
• Use the ITSM knowledge base tool to determine solutions and provide answers to customer issues and service requests
• Clearly and thoroughly document responses to service requests in our ticket management system, and track incidents through to resolution/closure
• Work closely with the application support team to drive solutions for reported issues.
• Triage and escalate issues as required to the support team and vendor for resolution
• Provide customers with ongoing updates and monitor tickets from inception through to closure via the ticket management system.
• Contribute relevant articles to the ITSM knowledge base
• Act as an advocate for the customer; bring issues and suggestions forward
• Develop an in-depth knowledge of the student information system and other applications utilized within the education ecosystem
 
REQUIRED SKILLS
• Experience with Aspen or similar K-12 Student Information System is preferred
• Minimum 3 years of work experience in Information Technology support environments
• Information Technology education/certification
• Logical problem solving skills
• Excellent written and oral communications
• Customer interaction experience – in person or telephone
• Ability to deal with high-stress situations; urgent issues and customer dissatisfaction
• Fluency in English and French (written and oral)

 
To apply, send your resume to:
r.jeon@maxsys.ca