Senior Analyst, Service Desk

Description

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:

The Service Desk Technical Lead is responsible for providing support to client’s technical issues, supporting and mentoring co-workers, acting as escalation point between Service Desk and Infrastructure Administration Team, ensuring call volume is under control, SLAs are met or exceeded and ensuring clients are receiving efficient, polite, accurate and prompt service.

Requirements

Responsibilities

• Provide technical assistance, actively mentoring and providing guidance to co-workers in order to ensure client’s problems are resolved quickly and within the timelines and SLA’s set by the company. Educate co-workers on resolving similar issues effectively in the future.
• Work on incident tickets from clients, assessing the technical issues and providing a resolution as per PACE standards.
• Proactively apply advanced diagnostic techniques to identify problems, investigate causes and recommend solutions.
• Mandate that all documentation of client problems and resolutions is kept current in the ticketing system, ensuring that the information logged in the tickets is accurate and specific notes are logged.
• Provide problem determination and resolution to a variety of applications.
• Act as an escalation point between Service Desk and Proactive Services to ensure issues are resolved in adherence to escalation policies and procedures.
• Manage escalations to Centralized Services, Cloud Application, TAM and or vendors in an efficient and timely manner.
• Follow up with clients, ensuring to meet or exceed promised response times.
• Participate in after hour Service Desk on-call support rotation.
• Communicates with vendors, dispatch technicians, and others as required, regarding client inquiries or software related issues.
• Proactively analyze and report on common trends seen in incident tickets and/or client environments.
• Manage problems, incidents, incident reports and follow up activities
• Achieve or exceed all measurable Key Performance Indicators (KPI).
• Maintain current knowledge of relevant technology.
• Maintain complete knowledge of organizational and departmental policies, procedures and standards.
• Develop, maintain and enforce escalation policies and procedures between Service Desk and Proactive Services.
• Actively engage in creating and updating content in our document management systems.
• Maintain a positive working relationship with team members and management.
• Maintain customer and company confidence by keeping information confidential and secure.
• Attend and participate in the daily POD meetings and ticket review.
• Keep current and accurate records of time worked in the ticketing tool.
• All other duties as assigned.
  
  

Experience

Required Experience:

Post-secondary diploma or bachelor’s degree in Computer Science/Information Technology; and/or previous experience working within the IT industry

• 5+ years of Service Desk experience, preferably within an MSP environment
• Excellent problem solving, analytical, troubleshooting and conflict resolution skills in order to assess and resolve client issues and escalations
• Superior interpersonal and communication skills
• Ability to work in a fast-paced, team environment
• Excellent attention to detail, documentation, organizational and multi-tasking skills
• Ability to maintain confidentiality of pertinent data
• Experience entering and tracking trouble tickets
• Extensive knowledge of Server Virtualization technologies (VMware, Microsoft, Citrix)
• Strong working experience with Desktop and Application Virtualization (Citrix, and Microsoft)
• Proven experience with current versions of Windows Server, Microsoft Office, and Windows 10 and 11
• Strong experience with mobile devices
• Strong experience with Virus removal and protecting systems with Anti-Virus software
• Effective understanding of networking (Switches, Firewalls, VPN, Remote Access)
• Strong experience with Active Directory, GPO's and O365
• Working experience with Private and Public Clouds
• Certifications in Virtualization technologies (VMware, Microsoft, Citrix) are an asset
• Knowledge of Cloud Infrastructure Solutions and Azure are an asset
• Experience with Datto and/or ConnectWise
• ITIL Certification is an asset
• Experience with related applications (PC Law, Phillips SpeechExec, Primafact, Amicus Attorney, TerraView, Unity, ACL3, WordLX, Worldox, Copitrak, Uniflow, PaperCut, NetDocs, Filevine, FaxFinder, Teams etc.)
  
  

Compensation Package

ITS offers a full benefits package, including:

• Comprehensive Group Benefits Program
• Paid Holidays and Vacation
• Company-paid life Employee Assistance Program
• Company-paid training, materials, and exams
• Performance-based bonuses
• Flexible/hybrid work arrangements
  
  

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment), or any other characteristic protected by federal or provincial laws.