Service Desk Analyst

What we offer

The Service Desk Analyst is the primary point of contact for end-users with IT-related queries. This role leads the day-to-day fulfillment of user assistance requests, investigating incidents, providing troubleshooting expertise, and resolving situations as they arise.

The Service Desk Analyst is familiar with queue management techniques to ensure prompt and efficient service and can manage access control to remote systems. This role liaises with the appropriate support teams and third parties for escalation.

What you’ll do

• Provide exemplary end-user support and service in all situations
• Provide a prompt response to user requests for information and assist in application system problem resolution
• Provide direct technical support to end-users to troubleshoot problems in an efficient and effective manner
• Keep the end-user informed of progress and advise on workarounds
• Monitor and report on service levels to ensure alignment with targets
• Log all incoming calls in an Incident Management tool and resolve and/or escalate calls as required
• Develop and maintain support knowledge base containing troubleshooting approaches, methods, and fixes as observed in Incident and Problem Management
• Ensure that knowledge entries in the support knowledge base are up-to-date and consistent
• Perform access control activities such as active directory accounts, local user privileges, etc.
• Prioritize and allocate incidents and provide on-call support as required
• Be adequately informed on the IT operating environment (hardware and software) as it relates to overall IT service delivery
• Collaborate with other IT Service Delivery Leads for activities such as incident management, problem management, and root cause analysis
• Coordinate with relevant IT Service Delivery leads to resolve after-hours incidents

What you bring

• College diploma or university degree in business or information systems required
• Minimum of 1-2 years’ related experience
• Must be willing and available to work shifts supporting business hours of 7:30 AM to 5 PM
• Familiarity with, and demonstrated understanding of, enterprise's business and IT operating environment an asset
• Experience providing direct technical support to end users via telephone or e-mail to troubleshoot problems in an efficient and effective manner
• Experience logging incoming calls in an Incident Management tool and resolving and/or escalating calls
• Experience in prioritizing and allocating incidents and queue management
• Experience in access control activities such as active directory accounts, local user privileges, etc. an asset
• ITIL Foundations Certification an asset
• Strong communication skills – both written and verbal are required
• Effective negotiation skills, able to use tact and diplomacy when dealing with various users and customers
• Able to multi-task and prioritize appropriately in a fast-paced environment
• Experience using Microsoft Office

Bonus points

• A + Certification

We encourage applicants who meet most of the role requirements to hit that submit button and apply! It’s okay if you don’t have 100% of the requirements. If you’re the right candidate, we’ll help you learn and grow.