IT Service Desk Analyst

About IntouchCX

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story -

About the Job
Are you looking for an exciting new challenge? IntouchCX is looking for you

As one of the world's leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

We're hiring a Service Desk Analyst to encompass the day-to day knowledge management of our Service Desk. This role will be responsible for identifying, capturing and organizing information as knowledge assets for knowledge sharing. This role will also be the main point of contact for all partner incidents. Our ideal candidate is a leader with a drive to deliver extraordinary results and a fearless attitude to contribute to our culture.

As IT Service Desk Analyst, You Will...
• Be the initial point of contact for all partner requests; create incidents, update work logs, prioritize and categorize incidents
• Manage the Service Desk mailbox
• Provide various levels of troubleshooting, including password resets and network/application issues
• Create and maintain knowledge management training content including troubleshooting instructions
• Document processes and procedures for all services
• Establish knowledge management processes and procedures and ensuring proper execution
• Develop reporting mechanisms to measure knowledge management performance
• Generate reports to measure ongoing performance
• Provide accurate and timely information in accessible formats
• Acts as a liaison from Service Desk to all other departments
• Perform related duties as assigned or requested

Requirements

As IT Service Desk Analyst, You Have...
• A high school diploma or equivalent
• Some post-secondary or completion of post-secondary schooling (preferred)
• ITIL certified (preferred)
• Experience in knowledge management content development (creating, editing, validating and managing knowledge articles)
• Technical writing experience
• Understanding of process management
• A self-starter attitude and can work independently
• Strong critical and analytical skills
• Strong customer service skills
• Strong relationship-building skills with the ability to work with remote stakeholders
• Excellent collaboration, facilitation and training skills
• Exceptional written and verbal communication skills

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws