Service Advisor

**Transform the way the world runs networks**:
**The Opportunity**:
The Service Advisor will be responsible for handling Help Desk and the ITIL processes relative to the enterprise IT environment. The role is to maintain standardized methods and procedures that can be used for efficient and prompt handling of incidents, problems and change in the environment including exceptions, and enhancements. The role will also develop and maintain standardized methods and procedures that can be used for efficient and prompt handling of processes to improve day-to-day operations.

The Service Advisor will conduct analysis of data from these processes to identify trends and produce performance and operational reports in support of IT Service Level Agreements. Along with Identifying and implementing continuous improvement opportunities, this position will implement standards and policies to ensure risks are mitigated and agile and effective service improvements are facilitated.

**The Job**:

- Provide technical support for clients via phone and the self-service portal and accurately record a detailed description of the issue at hand in the IT Service Management ticketing system
- Handle infrastructure and user incidents, problem identification, logging & tracking, troubleshooting, resolution, incident and problem escalation across Sandvine’s global offices
- Identify, investigate and resolve computer hardware, software, network, and equipment problems
- Document and maintain service desk procedures; perform analysis to identify trends and develop insight into the different process and business issues to drive continuous improvement efforts
- Provide 24/7 after-hours support on rotation as required for incidents or project deployments
- Accountable for reporting on all process within the scope of the Service Management team and performance Enterprise wide (this includes Service Level Agreement alignment and performance)
- Participate in the identification, investigation and resolution of the complex or unusual incidents
- Recommend changes to established methods, suggest alternative solutions and new methods to improve quality and productivity; monitor the efficiency and effectiveness of key ITIL processes and bring up priority issues to process owner; responsible for the ongoing delivery of training on policies, standards, and procedures and ongoing continuous improvements.
- Responsible for ensuring that the individual activities of the process are carried out with regards to agreed quality levels and compliance standards with potential links to Service Level Management
- Responsible to ensure a 360-degree view of the configuration items (CIs) and the dependencies or outstanding issues known, supporting the change process and enabling risk review before release.
- Acts as a consultant to all levels of management and staff in matters dealing with all Problem Management processes, including recommendations for service improvement.

**What skills you bring**:

- Bachelor’s Degree or IT technical diploma in a relevant field
- ITIL v3
- Experience with instituting, analyzing and improving service management metrics
- Experience working with vendors and managing RFPs is an asset
- Knowledge of process implementation and process change techniques
- Understanding of IT Service Management emerging trends and tools to provide efficient IT service support and management reporting
- Strong organizational and customer oriented skills
- Strong written and verbal communication skills
- Ability to “learn on the fly”
- Strong analytical skills and very detail oriented
- Excellent time management, analytical and problem-solving skills
- Ability to work effectively and productively within a team environment
- Proficient in MS Office 2007 & 2010 (Excel, Word, Power Point), MS Visio, MS Project
- Experience with Novell Netware, Active Directory and Unix
- Experience with Windows XP / 7 desktop and server operating systems, remote diagnostics
- Experience with TCP/IP, VPN, and basic commands from the command prompt
- Ability to provide technical support for LAN and WAN networks, and solve hardware and software issues (routers, switches, hubs, etc.)

**About Sandvine**:
As part of this innovative and exciting company, you will drive innovation in app-driven cloud and hybrid solutions designed to accelerate time-to-value across network planning, engineering and operations. Join the team and contribute to what makes Sandvine unique in the market: superior App QoE.

**What Can You Expect From Us**:

- Competitive compensation plan
- Complimentary Breakfast, Lunch, snacks and soft drinks
- Flexible working hours - in some roles work from home
- Employee development including training programs and mentorship
- Career development and advancement opportunities
- International travel opportunities
- we are a global company

Thank-you for your interest in Sandvine. While we’re not able to get in touch with everyone who applies, we will cont