Job Description

Service Desk Analyst

Main Functions

Do you want to make a difference and join a dynamic team? If yes, then we want to meet you!

Our Service Desk team is looking for key members to join our team. If you possess the technical knowledge and quickly identify, diagnose, and troubleshoot end-user support issues to ensure they are successfully resolved, then we would like to hear from you!

As a Service Desk Analyst, your Key Responsabilities include:

• Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Provide initial Service Desk support to end users on a variety of issues.
• Responsible to monitor all open requests and incidents to ensure timely resolution, escalating for assistance when appropriate
• Assign requests or incidents to appropriate queues for follow up with the employee
• Responsible to log a ticket for any issues received via walk in, phone, MS Teams or e-mail in our IT ticketing system.
• 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
• Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining \xe2\x80\x9chow to\xe2\x80\x9d procedures and knowledgebase articles

Technical skills

Required

• Basic server understanding; folder and access permissions and active directory navigation and management.
• 3 Years+ of working experience in service desk end user support
• Experience with Incident Management, Problem Management, Knowledge Management
• Ability to clearly communicate technical concepts to non-technical people
• Excellent customer service skills
• Technical knowledge in computer hardware and software configuration
• Ability to multi-task in a fast-paced environment
• Must have a working knowledge of Windows 10, MS Office 365 - MS Teams, OneDrive etc ...
• Experience with an ITSM Tool (Jira, ServiceNow, BMC Remedy, Cherwell etc.)

Personal abilities

Required

• 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
• \xe2\x80\x9dCan do\xe2\x80\x9d attitude
• Passion for Supporting End Users
• Good verbal and written communication skills in English and Portuguese

General criteria

An asset

• Knowledge of French, Spanish, Portuguese, Greek ,German
• Able to troubleshoot network connectivity, router, access point, and switch issues
• Experience with a Device Management Platform (Intune, SCCM)
• Working knowledge of PowerShell Scripting
• IT-related certifications like ITIL, A+, CCNA

Organization

Lallemand is a privately held Canadian company founded in the late 19th century, which develops, produces, and markets microorganisms for various markets. The administrative offices of the parent company are in Montreal, Canada. Today, Lallemand employs more than 5,000 people working in more than 45 countries on 5 continents.

Lallemand\'s corporate division encompasses all of the support services offered to our branches. Its goal is to optimize internal processes, ensure that your operation is running smoothly, and that your strategy is well thought-out.

Our corporate branch\'s head office is located in Montreal, Canada, and relies on a team that specializes in: Management; Finance and accounting; Engineering; Research and Development (R&D); Human Resources (HR); and Information Technology (IT). If you want to help bring enthusiasm, collaboration and innovation to our workplace, we\'d love to get to know you!

Please take note that accommodations will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.

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Lallemand