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Infosys Public Services: Service Desk Analyst

Infosys Public Services

This is a Full-time position in Ottawa, ON posted April 9, 2021.

We are currently seeking a Service Desk Analyst to provide Level 1 Technical Support, for our Ottawa, ON location.

Please note, relocation and / or travel may be required.

Position Description (scope of work or brief narrative):Our program is implementing a cloud-based SaaS e-procurement system (EPS) using SAP Ariba, SAP Fieldglass, and ServiceNow.The Service Desk team is tasked with providing Level 1 technical support for the SaaS applications.The Service Desk Agent will field phone calls and tickets from end-users and provide exceptional customer service and issue resolution.

This position is temporarily remote; however, the candidate will need to be based out of Ottawa or the National Capital Region and must possess a separate office and quite space free from distractions.The roles and responsibilities of the Service Desk Analyst are:Primary responsibility is user support and customer service.

Being present and available to clients requiring technical assistance for SaaS (Software-As-A-Service) based applicationsUtilize ITIL based standard operating procedures, Knowledge Articles, and training material to provide exceptional customer service and issue resolution for end-users and customers.Participate and drive Major Incident Management calls as needed; own and drive Change/ Problem Management processes.Assist with managing the IVR/ call tree, update call recordings, manage call/ chat queues as needed.Assist with managing SLAs and SLOs to meet client targetsMonitor ticket queues and ensure incident/ service request SLAs are met as per contractual commitments.Assist with end-user or client escalations during business hours and after hours as needed.

Be open for 24×7 shift including weekends on a rotational basis and available for a shift at a short noticeBe willing to work in a high-pressure environment with deadlines and work OT (Over Time) as requiredEscalate issues and involve experts wherever required in order to resolve issues as quickly as possible.Keep Users regularly updated with Alerts advising of any new or changed information.Excellent customer management and service skills; interpersonal skills; analytical and problem solving skills.Excellent written, oral and verbal communication skills in English and French (native level)Be willing to take on additional responsibilities and learning opportunities as they come upExperience:2-4 years of technical support experience with an IT Service Desk or Application SupportSecurity Clearance:Security Clearance (Enhanced Reliability Status) from Government of Canada or the candidate should be a resident of Canada for 5 continuous yearsCanadian Citizens or Permanent Residents preferredEducational Qualifications:4-year degree in Computer Science or associated sciencesComptia A+ certification is an asset Infosys is committed to treating all people in a way that allows them to maintain their dignity and independence.

We believe in integration and equal opportunity.

We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by identifying, removing and preventing barriers to accessibility and meeting accessibility standards in accordance with the AODA.

Infosys will provide accommodations for persons with disabilities throughout the recruitment process, upon request.If an applicant requests an accommodation, Infosys will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

Infosys Public Services Canada follows Equal Opportunity Guidelines.