Responsibilities
* Act as a Point of Contact for IT related issues for Waters employees, remaining available on a telephony call center during full shift
* Triage issues and service requests via ticketing system, phone, e-mail, chat, etc.
* Accurately record and document all details of the incident or service request, including categorization and priority into the IT Service Management tool.
* Troubleshoot basic end user issues and resolve upon first contact, when possible.
* Perform basic access management administration, based on standard operating procedures.
* Provide "how to" assistance on all internally supported devices, applications, and systems.
* Escalate issues to appropriate level support staff, or other subject-matter experts in accordance with service-level agreements and follow up on issues as appropriate.
* Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
* Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
* Create and update FAQ documents, knowledge articles and user guides.
* Be an advocate for the end user to ensure they receive high-quality and timely service and support from the entire IT organization.
* Always ensure customer/user confidentiality and data protection
* Participate in training and provide coaching for junior analysts.
* May be the only Service Desk analyst covering a low volume shift
* Lead individual shifts as assigned, responsible for monitoring incoming tickets, proactively identifying larger incidents or problems, assigning or reassigning tickets across team members, and serving as a point of escalation for other analysts.
Education and Experience
* High school diploma or equivalent (required)
* Associate's or Bachelor's degree in science, technology, engineering, math or related field preferred
* Familiarity with ITIL Foundations preferred
* At least 24-30 months of IT support experience required.
Required Skills and Abilities
* Excellent verbal and written French and English, including clarity of communication, listening and reading comprehension, grammar, syntax, and ability to translate between both languages
* Strong customer service skills, including active listening and questioning, empathy, and ability to build trust and confidence
* Ability to explain complex IT subject matter to a non-technical audience and translate business needs into technical requirements
* Problem solving skills and quick thinking to apply technical knowledge to new customer needs independently and efficiently
* Good time management, ensuring all contacts with customers add value