It Service Desk / Technical Support Analyst
Mississauga, Ontario, Canada
• Maintain a Product Care Centre processes that meets ITIL standards• Monitor, investigate, answer and log internal application issues and servicerequests• Impart business knowledge to assist and support Express Scripts Canada’sinternal customers on day-to-day system issues• Maintain incident management ticket queues and adhere to SLA’s by settingpriorities and resolving technical issues• Work with internal service providers to identify and resolve system-relatedissues• Triage end user support issues and actively work with other teams within theInformation Systems to resolve in a timely manner• Develop and maintain documentation relating to the support process andprocedures within the Business Resiliency Product Care Centre team• Record, update and track all User ID setup requests for internal softwareapplication: modifications, terminations, password resets, including QA andexternal customer requests• Answer support calls and participate in an afterhours on-call rotation schedule• Provide remote assistance to all Express Scripts Canada locations• Develop and maintain good working relationships with user community with afocus on providing best-in-class support services• Assist with internal communications regarding system-related issues• Liaise with other internal departments as required
