Service Desk Analyst

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.