Job Description & How to Apply Below
Join to apply for the Service Desk Analyst role at J&M Group.
Essential Skills:
- Provide Level 1 support for all in scope services.
- Fluent in French and English.
- Act as a single point of contact (SPOC) for all user requests, resolving issues on first call or routing to the appropriate support group.
- Perform active case management, ensuring end-to-end delivery of requests and resolution by downstream support groups.
- Monitor Incident or Problem status to facilitate closure within service level standards or escalate as needed.
- Develop and maintain call prioritization guidelines and escalation procedures.
- Record system status, including known Major Incidents and recovery times.
- Manage Service Now Queue for Incident, Service Request, Problem, & Change.
Desirable Skills:
- Knowledge of Service Desk environment.
- Knowledge of ITSM Tool Service Now.
- Knowledge of ITIL Processes.
- Mid-Senior level
- Contract
- Information Technology
- IT Services and IT Consulting
Referrals increase your chances of interviewing at J&M Group by 2x.
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