Service Desk Analyst

About Pearster

We are a USA-based global IT company offering Team Extension, Managed Services and Performance Squads to clients in the USA, Canada, and Europe. With a global team, we connect talent with top opportunities while creating a personalized and enriching experience for our staff.

Description

This role is accountable for providing 1 st level support for internal Moneris end users related to desktop and mobile technologies and standard corporate desktop applications. In this role, you will ensure timely response and resolution to incidents and provide How To support.

Responsibilities

Accountable for triaging and troubleshooting of moderate to complex level 1 incidents and problems generated by phone, self-service, and email along with resolution/root cause within service target timelines

Responsible for providing guidance and training to other members of the 1 st level support Service Desk team related to incidents and How Tos ensuring ongoing transfer of knowledge to support a high level of first call resolution 

Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service articles to drive use of the Knowledge Base by end users and reduce inbound calls to the Service Desk

Maintains an understanding of standard applications supported by the End User Services team

Requirements

• Bachelor's degree in Information Technology or a related discipline; or 3+ years of equivalent work experience in technical support or a people management role
• Bilingual in French (an asset)
• Experience with end-user technologies, including: Desktops, laptops, and mobile devices, Meeting room technology
• Operating systems: Windows, MacOS, iOS
• Office 365 products: Teams, OneDrive, SharePoint, Teams Voice
• MCP WIN 10 certification
• Azure experience
• Understanding of ITIL processes and call tracking systems (e.g., ServiceNow)
• Highly proficient in verbal and written communication, with the ability to interact with all levels of the organization
• Service Desk Team: After-hours On-Call support from 7 PM to 7 AM, including weekends and holidays