CDI is looking for a Level II Analyst’s whose primary responsibility is to perform technical troubleshooting for the end user. The Level II Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to a Level III group. Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.

ESSENTIAL FUNCTIONS

• Provide Level II support to the client.
• Identify and escalate priority issues.
• Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
• Escalate user issues to appropriate resources when necessary.
• Perform software, hardware and basic network troubleshooting.
• Follow up with end-user when necessary.
• Deliver outstanding and expedited customer service with best practice and principles.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation.
• Perform other duties as assigned.

KEY COMPETENCIES

• Team Player  – Works cooperatively, interfaces effectively; gains confidence and trust of others; recognizes strengths and limitations of self and others.
• Adaptability – Responds resourcefully to rapid change and ambiguity. Works constructively under pressure. embraces change.
• Ethics / Acts with Integrity – Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
• Interpersonal Relations – Effectively deals with supervisor, subordinates, peers and other business contacts.  Relates to others in an open, friendly and cooperative manner.
• Sound Judgment – Applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely decisions.
• Initiative – Takes on additional responsibilities; continues professional development.
• Customer Focus - Consistently responds to internal and external customer’s requests to properly identify and resolve concerns; understands how their job impacts the work processes of others

MINIMUM REQUIREMENTS/PREFERENCES

• Outstanding Customer Service experience preferably in a high volume, support environment.
• Ability to communicate effectively via, telephone, chat and e-mail with customers and peers in varying roles
• Excellent skills in the following areas:
  • Communication
  • Interpersonal
  • Analytical
  • Problem Solving
• Adept in troubleshooting system and application issues.
• Proficient in Windows XP and above
• Understanding of LAN/WAN connectivity, and hardware (peripherals) with moderate-to-high level software, network and hardware troubleshooting skills.
• Ability to multi task in a fast paced environment.
• Previous Support Centre or Help Desk experience is seen as an advantage

• Education: Technical Program, Associate’s degree, or equivalent experience. (High school diploma or GED required.)