Role name Support Analyst
Location Montreal, QC - Hybrid
Duration Long Term contract
Expereince Level 6+yrs
Role Description:
Experience:
Provide Level 1 support for all in scope services.
Fluent in French and English
Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
Develop, establish and maintain call prioritization guidelines and escalation procedures.
Provide a system's status recording with status information such as known Major Incidents and estimated recovery time.
ServiceNow Queue Management - Incident, Service Request, Problem & Change
. Ensure all the specified SLAs are met in accordance with the customer agreement.
Regards,
Email: ana@apptoza.com , Phone#: 6788247770