Incident Analyst

Reporting to the Service Desk Manager, IT Operations & Support, this position is responsible for the administration of all incidents and service requests to ensure timely resolution.
The Incident Analyst will provide on-site end-user support as well remote support. They will also ensure customer/employee satisfaction is maintained, service levels are achieved, and quality is not compromised.

• Primary & Secondary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
• Provides Service Desk support to end users on a variety of issues.
• Provides Service Desk on-site support as well as advanced support and escalations.
• Perform remote and on-site tech support of hardware, software and network issues for various clients.
• Proactively monitor ticketing system to ensure timely resolution of client tech support issues and escalating to management for assistance when appropriate.
• Assign requests or incidents to appropriate queues for follow up.
• Responsible to log a ticket for any IT issues received via phone, or e-mail in Service Desk’s ticket management tool.
• 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.
• Access industry resources including product documentation, knowledge base articles, FAQs, and online resources to aid in incident resolutions.
• Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles. Help build and update technical documentations, manuals and indicate if changes need to be reviewed with IT policies & procedures.
• Provides professional, courteous, prompt and accurate support and solutions to end users.
• Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
• Work with assigned project leads and project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of projects for our clients.

• Ability to communicate professionally, accurately and effectively, both verbal and written.
• Ability to clearly communicate technical concepts to non-technical people.
• Experience with Incident Management, Problem Management, Knowledge Management, or Service Level Management is an asset.
• Excellent customer service skills.
• Technical knowledge in computer hardware and software configuration.
• Ability to multi-task in a fast-paced environment
• 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.
• Experience in 24/7 operations (Candidates earlier worked in technical contact/call centers in a voice support capacity)
• Experience with enterprise messaging services, anti-spam, end-point protection systems including anti-virus/malware
• Ability to analyze and troubleshoot users’ problems via telephone & email.

• Ability to communicate professionally, accurately and effectively, both verbal and written.
• Ability to clearly communicate technical concepts to non-technical people.
• Experience with Incident Management, Problem Management, Knowledge Management, or Service Level Management is an asset.
• Excellent customer service skills.
• Technical knowledge in computer hardware and software configuration.
• Ability to multi-task in a fast-paced environment
• 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.
• Experience in 24/7 operations (Candidates earlier worked in technical contact/call centers in a voice support capacity)
• Experience with enterprise messaging services, anti-spam, end-point protection systems including anti-virus/malware
• Ability to analyze and troubleshoot users’ problems via telephone & email.

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.