Service Desk Analyst

This role is accountable for providing 1 st level support for internal Moneris end users related to desktop and mobile technologies and standard corporate desktop applications. In this role, you will ensure timely response and resolution to incidents and provide How To support.

• Office 365 products: Teams, OneDrive, SharePoint, Teams Voice

Responsibilities

• Accountable for triaging and troubleshooting of moderate to complex level 1 incidents and problems generated by phone, self-service, and email along with resolution/root cause within service target timelines
• Responsible for providing guidance and training to other members of the 1st level support Service Desk team related to incidents and How Tos ensuring ongoing transfer of knowledge to support a high level of first call resolution
• Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service art...