Service Desk Analyst

BA/PHD Will also consider three years of progressive experience in the specialty in lieu of every year of education.

• At least 0-4 years of Information Technology experience.
• Candidates authorized to work for any employer in Canada without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.

Preferred Qualification:

• Serve as the first point of contact for end-users' technical inquiries, calls, and tickets related to EPS applications.
• Demonstrate strong interpersonal skills while addressing end-users' concerns, helping, and delivering a positive customer experience.
• Uphold a professional and empathetic demeanor, ensuring effective communication and rapport-building with end-users.
• Provide Level 1 technical support for EPS applications, including SAP Ariba, SAP Fieldglass, and ServiceNow.
• Diagnose, troubleshoot, and resolve technical issues by guiding end-users through problem identification and solution implementation.
• Escalate complex technical issues to Level 2 support or appropriate technical teams, ensuring timely and accurate escalation.
• Demonstrate proficiency in using ServiceNow, our ITSM tool, to manage and document end-user queries, issues, and resolutions.
• Utilize ServiceNow to track, escalate, and report on ticket statuses, ensuring transparency and accountability in technical support activities.
• Leverage ServiceNow's capabilities to contribute to the creation and maintenance of a robust knowledge base for common technical issues.
• Apply ITIL-based standards operating procedures, knowledge articles, and training materials to ensure consistent and structured technical support delivery.
• Incorporate Service Management Practices to enhance the quality of service provided to end-users, adhering to industry best practices.
• Leverage the ITIL framework to effectively manage incidents, service requests, and problem resolutions, ensuring a streamlined and efficient support process.
• Play a crucial role in managing IVR/call trees, ensuring effective call routing and seamless end-user experiences.
• Update call recordings and contribute to the management of calls and chat queues, maintaining accurate records of interactions.
• Collaborate with the team to enhance the efficiency of the IVR system and optimize call and chat queue performance, aligning with the goal of exceptional customer service.
• Utilize a comprehensive knowledge base and established procedures to efficiently address common technical issues, ensuring accurate and timely resolutions.
• Document all interactions, troubleshooting steps, and resolutions within the ticketing system for future reference and reporting purposes.
• Collaborate effectively with cross-functional teams to facilitate swift and effective problem resolution.
• Assist end-users in navigating and utilizing EPS applications effectively, offering guidance on basic functionalities and features.
• Conduct basic training sessions or workshops to empower end-users to leverage EPS applications optimally and minimize recurring issues.
• Participate in ongoing training sessions to remain updated on EPS applications' latest features, enhancements, and technical developments.
• Contribute to the development and enhancement of the knowledge base by documenting new solutions and best practices for common technical issues.
• Provide constructive feedback to support teams regarding recurring issues, user concerns, and potential improvements to EPS applications.
• Maintain clear and timely communication with end-users, providing regular updates on the status of their queries, tickets, and issue resolutions.
• Collaborate with internal teams to communicate planned maintenance windows, system updates, and application enhancements, ensuring minimal disruptions to end-users.
• Generate periodic reports on query volumes, ticket resolution times, and end-user satisfaction metrics to monitor and improve service quality.
• Provide insights and recommendations based on support trends to contribute to the overall enhancement of the EPS user experience.
• Adhere to established service desk policies, procedures, and guidelines to ensure consistent and structured technical support delivery.
• Maintain a high level of professionalism, confidentiality, and data security when handling end-users' technical concerns.
• Maintain accurate and up-to-date documentation of standard operating procedures, troubleshooting strategies, and resolutions.
• Create user-friendly guides and tutorials to facilitate self-service issue resolution for end-users and contribute to the knowledge base.
• Conduct quality checks on resolved tickets to ensure thorough and comprehensive issue resolution.
• Strive for excellence in service delivery and ensure that end-users' technical concerns are effectively addressed.

Security Clearance:

Security Clearance (Enhanced Reliability Status) from the Government of Canada or the candidate should be a resident of Canada for 5 continuous years.