Service Desk Analyst

Infosys Public Services is seeking a Service Desk Analyst. This position will interface with key stakeholders and apply technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design; play an important role in creating the high-level design artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. This is an opportunity to be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Required Qualifications:

• Candidate must be located within commuting distance in Ottawa, ON or be willing to relocate to the area.
• Degree in Non-Engineering Graduate/Engineering Graduate/MBA/PHD Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 0-4 years of Information Technology experience.
• Candidates authorized to work for any employer in Canada without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.

Preferred Qualification:

• Serve as the first point of contact for end-users' technical inquiries, calls, and tickets related to EPS applications.
• Demonstrate strong interpersonal skills while addressing end-users' concerns, helping, and delivering a positive customer experience.
• Uphold a professional and empathetic demeanor, ensuring effective communication and rapport-building with end-users.
• Provide Level 1 technical support for EPS applications, including SAP Ariba, SAP Fieldglass, and ServiceNow.
• Diagnose, troubleshoot, and resolve technical issues by guiding end-users through problem identification and solution implementation.
• Escalate complex technical issues to Level 2 support or appropriate technical teams, ensuring timely and accurate escalation.
• Demonstrate proficiency in using ServiceNow, our ITSM tool, to manage and document end-user queries, issues, and resolutions.
• Utilize ServiceNow to track, escalate, and report on ticket statuses, ensuring transparency and accountability in technical support activities.
• Leverage ServiceNow's capabilities to contribute to the creation and maintenance of a robust knowledge base for common technical issues.
• Apply ITIL-based standards operating procedures, knowledge articles, and training materials to ensure consistent and structured technical support delivery.
• Incorporate Service Management Practices to enhance the quality of service provided to end-users, adhering to industry best practices.
• Leverage the ITIL framework to effectively manage incidents, service requests, and problem resolutions, ensuring a streamlined and efficient support process.
• Play a crucial role in managing IVR/call trees, ensuring effective call routing and seamless end-user experiences.
• Update call recordings and contribute to the management of calls and chat queues, maintaining accurate records of interactions.
• Collaborate with the team to enhance the efficiency of the IVR system and optimize call and chat queue performance, aligning with the goal of exceptional customer service.
• Utilize a comprehensive knowledge base and established procedures to efficiently address common technical issues, ensuring accurate and timely resolutions.
• Document all interactions, troubleshooting steps, and resolutions within the ticketing system for future reference and reporting purposes.
• Collaborate effectively with cross-functional teams to facilitate swift and effective problem resolution.
• Assist end-users in navigating and utilizing EPS applications effectively, offering guidance on basic functionalities and features.
• Conduct basic training sessions or workshops to empower end-users to leverage EPS applications optimally and minimize recurring issues.
• Participate in ongoing training sessions to remain updated on EPS applications' latest features, enhancements, and technical developments.
• Contribute to the development and enhancement of the knowledge base by documenting new solutions and best practices for common technical issues.
• Provide constructive feedback to support teams regarding recurring issues, user concerns, and potential improvements to EPS applications.
• Maintain clear and timely communication with end-users, providing regular updates on the status of their queries, tickets, and issue resolutions.
• Collaborate with internal teams to communicate planned maintenance windows, system updates, and application enhancements, ensuring minimal disruptions to end-users.
• Generate periodic reports on query volumes, ticket resolution times, and end-user satisfaction metrics to monitor and improve service quality.
• Provide insights and recommendations based on support trends to contribute to the overall enhancement of the EPS user experience.
• Adhere to established service desk policies, procedures, and guidelines to ensure consistent and structured technical support delivery.
• Maintain a high level of professionalism, confidentiality, and data security when handling end-users' technical concerns.
• Maintain accurate and up-to-date documentation of standard operating procedures, troubleshooting strategies, and resolutions.
• Create user-friendly guides and tutorials to facilitate self-service issue resolution for end-users and contribute to the knowledge base.
• Conduct quality checks on resolved tickets to ensure thorough and comprehensive issue resolution.
• Strive for excellence in service delivery and ensure that end-users' technical concerns are effectively addressed.

Security Clearance:

Security Clearance (Enhanced Reliability Status) from the Government of Canada or the candidate should be a resident of Canada for 5 continuous years.