Service Desk Analyst
Nova Networks is one of Canada's largest providers of IT products and professional services. We are currently seeking a Service Desk Analyst (SDA) to work as a member of the Ottawa Operations Center. The CDA remotely supports Nova's customers, providing end user telephone support.
All candidates must be eligible for security clearance to the level of enhanced/secret. The ability to work in a team environment coupled with the flexibility to work shift work will be key to your success.
Your Challenge:
You will provide telephone support to Nova's Managed Services customers delivering exceptional customer service. You have the ability to multi task and work well under pressure. You have strong troubleshooting skills and documentation and writing skills. You have a proven track record of delivering exceptional customer telephone support and building customer relationships. You are a good communicator and are fluent in English.
Desired Skills:
- Support of desktops and printers or other equipment,
- Patching and Upgrades,
- Diagnosing and troubleshooting workstation and printer,
- Windows and Office application issues,
- Diagnosing and troubleshooting basic network issues such as email, internet access,
- Finding solutions and either fixing the problem and/or escalating to senior system engineers,
- Regular maintenance and servicing of network workstation and systems, and
- Creating and updating documentation.
Technical Requirements include:
- Solid understanding of MS Windows NT/XP/2003/VISTA
- Experience with DNS, MS-Exchange, Active Directory
- Experience with Microsoft server based backup/restore applications
- Strong Telephone Support and Technical troubleshooting skills
Additional areas of knowledge and expertise that would be considered an asset include:
- Exposure to an online ticketing system, such as Remedy ARS
- Knowledge of Six sigma and ITIL processes
- Professional certifications and training such as CCNA, MCSA, A+
- Able to read-write-speak French or other languages,
- 2 - 5 years of experience working in the field of help desk, desktop support.
Nova Networks offers an attractive salary and benefits package and a great team to work with.
Qualified OTTAWA-based candidates ONLY should apply to: resumes5@nova-networks.com and attach your resume in Word format.
Only those candidates selected for interviews will be contacted.
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