About the role
Position Overview:*****
Reporting to the Service Desk Manager, IT Operations & Support, this position is responsible for the administration of all incidents and service requests to ensure timely resolution.
The Incident Analyst will provide on-site end-user support as well remote support. They will also ensure customer/employee satisfaction is maintained, service levels are achieved, and quality is not compromised.
- Primary & Secondary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
- Provides Service Desk support to end users on a variety of issues.
- Provides Service Desk on-site support as well as advanced support and escalations.
- Perform remote and on-site tech support of hardware, software and network issues for various clients.
- Proactively monitor ticketing system to ensure timely resolution of client tech support issues and escalating to management for assistance when appropriate.
- Assign requests or incidents to appropriate queues for follow up.
- Responsible to log a ticket for any IT issues received via phone, or e-mail in Service Desk’s ticket management tool.
- Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error.
- Access industry resources including product documentation, knowledge base articles, FAQs, and online resources to aid in incident resolutions.
- Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles. Help build and update technical documentations, manuals and indicate if changes need to be reviewed with IT policies & procedures.
- Provides professional, courteous, prompt and accurate support and solutions to end users.
- Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
- Work with assigned project leads and project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of projects for our clients.
Key responsibilities include:
- Ability to communicate professionally, accurately and effectively, both verbal and written.
- Ability to clearly communicate technical concepts to non-technical people.
- Experience with Incident Management, Problem Management, Knowledge Management, or Service Level Management is an asset.
- Excellent customer service skills.
- Technical knowledge in computer hardware and software configuration.
- Ability to multi-task in a fast-paced environment
- Ability to act individually and work together with others as part of a team
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
- Experience in 24/7 operations (Candidates earlier worked in technical contact/call centers in a voice support capacity)
- Experience with enterprise messaging services, anti-spam, end-point protection systems including anti-virus/malware
- Ability to analyze and troubleshoot users’ problems via telephone & email.
The ideal candidate will possess:
- Ability to communicate professionally, accurately and effectively, both verbal and written.
- Ability to clearly communicate technical concepts to non-technical people.
- Experience with Incident Management, Problem Management, Knowledge Management, or Service Level Management is an asset.
- Excellent customer service skills.
- Technical knowledge in computer hardware and software configuration.
- Ability to multi-task in a fast-paced environment
- Ability to act individually and work together with others as part of a team
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
- Experience in 24/7 operations (Candidates earlier worked in technical contact/call centers in a voice support capacity)
- Experience with enterprise messaging services, anti-spam, end-point protection systems including anti-virus/malware
- Ability to analyze and troubleshoot users’ problems via telephone & email.
Condition of employment:
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.
Company Overview:
Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
About Xplore Inc.
For 20 years, Xplore has supported rural living by connecting and serving Canadians who live beyond the bigger city limits. We are continuing that legacy by using the newest technology to deliver quality high-speed Internet to rural communities.
From the smallest village to growing towns and cities, from the condo to the cottage and the many spaces in between, Xplore is bringing fibre and 5G to rural life – so that more rural Canadians can connect without compromise.
At Xplore, we’re all about putting our customers first. We get rural living. It’s our business – but it’s also in our blood. We’re headquartered in the small town of Woodstock, New Brunswick.
Connect with us: Instagram: https://www.instagram.com/xplore__ca/ Twitter: https://twitter.com/xplore_ca Facebook: https://www.facebook.com/xplore.ca YouTube: https://www.youtube.com/c/xplore_ca
Xplore est au service des gens qui ont choisi d'habiter hors des grands centres depuis 20 ans. À cet effet, nous utilisons les dernières avancées techniques pour offrir un accès Internet haute vitesse de première qualité à notre clientèle.
Du plus petit village aux municipalités régionales en pleine croissance, du chalet en pleine nature jusqu'à la douillette copropriété, vous pouvez compter sur nous pour vous fournir un accès Internet 5G et par fibre optique à la hauteur de vos attentes.
Nous connaissons bien les besoins de notre clientèle particulière, et nous sommes fiers de nos origines en région. D'ailleurs, notre siège social est toujours situé à Woodstock au Nouveau-Brunswick.
Communiquez avec nous : Twitter.com/xplore_ca Facebook.com/xplore.ca Instagram.com/xplore__ca YouTube.com/xplore_ca
About the role
Position Overview:*****
Reporting to the Service Desk Manager, IT Operations & Support, this position is responsible for the administration of all incidents and service requests to ensure timely resolution.
The Incident Analyst will provide on-site end-user support as well remote support. They will also ensure customer/employee satisfaction is maintained, service levels are achieved, and quality is not compromised.
- Primary & Secondary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
- Provides Service Desk support to end users on a variety of issues.
- Provides Service Desk on-site support as well as advanced support and escalations.
- Perform remote and on-site tech support of hardware, software and network issues for various clients.
- Proactively monitor ticketing system to ensure timely resolution of client tech support issues and escalating to management for assistance when appropriate.
- Assign requests or incidents to appropriate queues for follow up.
- Responsible to log a ticket for any IT issues received via phone, or e-mail in Service Desk’s ticket management tool.
- Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error.
- Access industry resources including product documentation, knowledge base articles, FAQs, and online resources to aid in incident resolutions.
- Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles. Help build and update technical documentations, manuals and indicate if changes need to be reviewed with IT policies & procedures.
- Provides professional, courteous, prompt and accurate support and solutions to end users.
- Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
- Work with assigned project leads and project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of projects for our clients.
Key responsibilities include:
- Ability to communicate professionally, accurately and effectively, both verbal and written.
- Ability to clearly communicate technical concepts to non-technical people.
- Experience with Incident Management, Problem Management, Knowledge Management, or Service Level Management is an asset.
- Excellent customer service skills.
- Technical knowledge in computer hardware and software configuration.
- Ability to multi-task in a fast-paced environment
- Ability to act individually and work together with others as part of a team
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
- Experience in 24/7 operations (Candidates earlier worked in technical contact/call centers in a voice support capacity)
- Experience with enterprise messaging services, anti-spam, end-point protection systems including anti-virus/malware
- Ability to analyze and troubleshoot users’ problems via telephone & email.
The ideal candidate will possess:
- Ability to communicate professionally, accurately and effectively, both verbal and written.
- Ability to clearly communicate technical concepts to non-technical people.
- Experience with Incident Management, Problem Management, Knowledge Management, or Service Level Management is an asset.
- Excellent customer service skills.
- Technical knowledge in computer hardware and software configuration.
- Ability to multi-task in a fast-paced environment
- Ability to act individually and work together with others as part of a team
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
- Experience in 24/7 operations (Candidates earlier worked in technical contact/call centers in a voice support capacity)
- Experience with enterprise messaging services, anti-spam, end-point protection systems including anti-virus/malware
- Ability to analyze and troubleshoot users’ problems via telephone & email.
Condition of employment:
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.
Company Overview:
Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
About Xplore Inc.
For 20 years, Xplore has supported rural living by connecting and serving Canadians who live beyond the bigger city limits. We are continuing that legacy by using the newest technology to deliver quality high-speed Internet to rural communities.
From the smallest village to growing towns and cities, from the condo to the cottage and the many spaces in between, Xplore is bringing fibre and 5G to rural life – so that more rural Canadians can connect without compromise.
At Xplore, we’re all about putting our customers first. We get rural living. It’s our business – but it’s also in our blood. We’re headquartered in the small town of Woodstock, New Brunswick.
Connect with us: Instagram: https://www.instagram.com/xplore__ca/ Twitter: https://twitter.com/xplore_ca Facebook: https://www.facebook.com/xplore.ca YouTube: https://www.youtube.com/c/xplore_ca
Xplore est au service des gens qui ont choisi d'habiter hors des grands centres depuis 20 ans. À cet effet, nous utilisons les dernières avancées techniques pour offrir un accès Internet haute vitesse de première qualité à notre clientèle.
Du plus petit village aux municipalités régionales en pleine croissance, du chalet en pleine nature jusqu'à la douillette copropriété, vous pouvez compter sur nous pour vous fournir un accès Internet 5G et par fibre optique à la hauteur de vos attentes.
Nous connaissons bien les besoins de notre clientèle particulière, et nous sommes fiers de nos origines en région. D'ailleurs, notre siège social est toujours situé à Woodstock au Nouveau-Brunswick.
Communiquez avec nous : Twitter.com/xplore_ca Facebook.com/xplore.ca Instagram.com/xplore__ca YouTube.com/xplore_ca