Job Order Detail

Description

Working with ISM will work wonders for your career!

As a Support Analyst, your goal is to make sure our customers always have a great experience when dealing with ISM Canada or our partners. This position provides front-line customer support, monitoring support, and technical support of internal and external customer systems. You will interface with internal and external customers to ensure an excellent customer experience.

RESPONSIBILITIES:
Provide excellent customer service to clients via all methods of customer interaction
End-to-end management of incidents, major incidents, problems, and changes while meeting established SLAs (Service Level Agreements)
Information gathering and escalation of complex support issues to senior technicians
Monitoring for alerts, issues and problems using tools and daily checks
Following processes to troubleshoot, resolve, triage, or escalate issues or problems
Hardware and software rollout activities and associated asset management actions
Develop and maintain internal and external documentation to be used in all aspects work
May be required to provide 7x24 on-call support and work during various shifts

QUALIFICATIONS:
Recognized diploma related to computer hardware/software or equivalent combination of education, experience and training.
Some knowledge of the use, operation and support of hardware and software, and how to diagnose and remedy related problems.
Demonstrated ability to support microcomputer hardware/software, electronic input/output and equipment.
Good interpersonal, public relations and oral communication skills.
Ability to train others.
Ability to work either independently or as part of a team.
Skills and abilities acceptable to the client.

To view the full job description, please visit our careers site: https://www.ismcanada.com/careers