MSP Service Desk Analyst Level I - Benefits & Training

About IT Force

IT Force is a well-established IT Managed Services Provider in Burlington, Ontario. Established in 1999, it is our mission to make our client's technology EASY, ACCESSIBLE and SAFE. We manage our client's IT infrastructure including security, backup, cloud solutions and helpdesk support.

We have an impressive customer satisfaction rating as it is our mandate to deliver our clients White Glove Service with Military Precision.

The Opportunity

We are looking for a Service Desk Analyst Level I to ensure our client’s IT systems are robust, reliable, safe and operate efficiently.

In this role, you will work in-office with your colleagues as well as directly our clients.

Some of the duties of this role are:

• Provide the first level of technical support to our customers through phone and email
• Provide basic administration of users and groups for customers' environments
• Prioritizing and resolving IT concerns and escalating serious issues to Systems Administrators for final resolution
• Per our processes, avoid service interruptions by performing system installations, updates, and maintenance procedures
• Preparing training manuals and FAQ materials for easy-access end-user guidance
• Collaborating with internal departments to ensure that IT needs are met

Some of the non-technical responsibilities of this role are:

• Maintain service ticket time entries, status updates and other details in real-time
• Ensure service tickets are completed expediently and according to process
• Verify your solution has been tested and the client is satisfied before completing the ticket
• Ensure your solutions adhere to security best practices across client and internal systems
• Encourage clients to complete the CSAT surveys upon completing the ticket.
• Attend and participate in company/team events, meetings and collaborations

What’s in it for you?

$40,000 to $50,000 base salary depending on skills and experience

10% Bonus eligibility, reviewed and paid quarterly

Room to grow both technically and in your career

On-the-job training

While you work, we will train you, certify you, and make sure you have all the tools to do a great job! Some of the certifications you will receive (if you do not already have them) are:

• CompTIA IT Fundamentals (ITF+) Certification
• Microsoft 365 Fundamentals
• HDI Customer Service Representative

Some of the benefits you will receive:

• Health, Drugs, Dental, Vision, Critical Illness, AD&D, Life & Disability Benefits
• Free breakfast, lunch, snacks, and beverages
• Monthly Fun @ IT Force events for you, spouse, and family

Your Skills & Experience

We’re looking for someone with an IT degree or diploma, or at least 2 years of general experience.

You must already be comfortable managing:

• Microsoft Windows operating systems
• Microsoft 365 users & licensing

Some of the traits and behaviours of the ideal candidate for this position are:

• Customer Focus - Showing empathy and further seeking to understand your customer’s interests, needs, wants, priorities and situation
• Calming - The ability to significantly reduce or stop someone from feeling upset, angry, anxious, or excited
• Objective - Not influenced by personal feelings, biases, or opinions when representing information or handling a situation
• Thoroughness - Taking great care and attention to detail. Completed in all aspects, without errors or omissions