Senior Service Desk Analyst

Role Summary

As the Senior Service Desk Analyst, you will be responsible for providing exceptional technical support and leadership within an enterprise Information Technology environment.

This role will require you to have a strong troubleshooting aptitude, the ability to support users both remotely and in office settings, and the capability to provide guidance and mentorship to the Service Desk team.

You will be reporting directly to the Service Desk Manager.

Responsibilities

• Resolve complex technical issues by diagnosing and troubleshooting hardware, software, and network problems for internal users
• Provide technical assistance to the Outside Sales Representatives and remote customers located throughout North America
• Guide and mentor the service desk team by sharing expertise, providing technical guidance, and assisting in problem-solving
• Configure new PCs, install necessary software and updates, and ensure seamless integration into the existing infrastructure
• Support printer setup and troubleshooting, and deploy technical equipment, including peripheral devices
• Utilize the JIRA ticketing system to log, categorize, prioritize, and manage incidents and service requests
• Prioritize and manage tickets effectively, adhering to service level agreements (SLAs) and providing timely updates to users
• Collaborate with team members to escalate and resolve complex or critical issues in a timely manner
• Ensure accurate and detailed documentation of incident and request information, including symptoms, troubleshooting steps taken, and resolutions provided
• Create and maintain documentation, including SOPs, technical guides, and user manuals for common tasks and procedures
• Generate reports and metrics related to service desk performance, such as ticket volume, response times, resolution rates, and customer satisfaction

Qualifications

• 5-8 years of experience providing technical support in a fast-paced office environment
• 5-8 years of experience in setting up personal computers as workstations, including installation, hardware configuration, and system customization
• Should have ITIL foundations certification or should be ready to get the ITIL foundations certification
• Expertise in Windows and MAC OS deployment, installation, and troubleshooting
• Exposure to Windows Server and VM-Ware is an asset
• Knowledge across applications hosted on Windows and MAC operating systems
• Solid understanding of hardware and software components, including installation, configuration, and support
• Demonstrated ability to create and maintain user accounts through Exchange or Active Directory
• Excellent remote and in-person customer service skills
• Strong organizational, multi-tasking, and leadership skills

Total Rewards

• Competitive salary, quarterly and annual bonuses based on individual and company goals
• 100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts
• Focus on professional development, 1 : 1 meetings with your leader, tuition assistance program and length of service rewards

The Application