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; BSC (P, C, M, Electronics, Computer Science and possibly Statistics), B.com, BA.
• At least 0-2 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.

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• 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.
• Provide Level 1 technical support for EPS applications, including SAP Ariba, SAP Fieldglass, and ServiceNow.
• 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.
• Generate periodic reports on query volumes, ticket resolution times, and end-user satisfaction metrics to monitor and improve service quality.
• Adhere to established service desk policies, procedures, and guidelines to ensure consistent and structured technical support delivery.
• Excellent communication skills, both written and verbal in English and French
• The job entails sitting as well as working at a computer for extended periods.
• Should be able to communicate by telephone, email, or face-to-face.
• Travel may be required as per the job requirements.