| | At least 8 years of experience working in a service desk environment | Mandatory | Proficient with the Microsoft Office suite; knowledge of remote desktop access software utilized to troubleshoot issues remotely | Mandatory | Excellent verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skills | Mandatory | Ability to work independently | Mandatory | Knowledge of Remedy or other Service Management tool a plus; ability to clearly and concisely communicate technical information to non-technical users at all organizational levels | Mandatory | Excellent customer service skills and effective telephone etiquette; excellent troubleshooting and analytical skills; exceptional interpersonal skills, with a focus on listening and questioning | Mandatory | Solid relationship management and performance management skills; ability to multitask and effectively prioritize and execute tasks in a high-pressure environment | Mandatory | Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment | Mandatory | Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment | Mandatory | Knowledge of monitoring software and auto-ticketing | Mandatory | Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4 | Mandatory

Note: 35 hours/3 days a week: Days/Nights/Weekends. Required to work alternating shifts.

For the first 4 to 6 weeks, they will be working 9:00 am to 5:00 pm to get training and then go on shifts which they will rotate every 3 months.

Due to the necessary technical duties of this position in a 24/7 operation, candidate will be required to work various shifts such as weekend and/or nights/evenings.