Service Desk Analyst

Infosys

2.7

(23)

Ottawa, Canada

Why you should apply for a job to Infosys:

  • 4.2/5 in supportive management
  • 57% say women are treated fairly and equally to men
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Our STEM education and maker movement programs enable you to support a more equitable digital society
  • At Infosys, our D&I charter draws inspiration from our values and is contained in the first tenet of our Code of Conduct and Ethics.
  • At Infosys, we nurture that spirit with technology that can inspire you to not just ask ‘what next’, but actually help you to build it.
  • #124540BR

    Position summary

    puter Science and possibly Statistics), B.com, BA.

    • At least 0-2 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 Qualifications:

    • 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.
    • Provide Level 1 technical support for EPS applications, including SAP Ariba, SAP Fieldglass, and ServiceNow.
    • 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.
    • Generate periodic reports on query volumes, ticket resolution times, and end-user satisfaction metrics to monitor and improve service quality.
    • Adhere to established service desk policies, procedures, and guidelines to ensure consistent and structured technical support delivery.
    • Excellent communication skills, both written and verbal in English and French
    • The job entails sitting as well as working at a computer for extended periods.
    • Should be able to communicate by telephone, email, or face-to-face.
    • Travel may be required as per the job requirements.

    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.

    Why you should apply for a job to Infosys:

  • 4.2/5 in supportive management
  • 57% say women are treated fairly and equally to men
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Our STEM education and maker movement programs enable you to support a more equitable digital society
  • At Infosys, our D&I charter draws inspiration from our values and is contained in the first tenet of our Code of Conduct and Ethics.
  • At Infosys, we nurture that spirit with technology that can inspire you to not just ask ‘what next’, but actually help you to build it.