Scopeof the position
You are a self-motivatedachiever who gains satisfaction from providing excellent customer service andthrives in a high-paced team environment.
This role includes handling servicerequests, incident management and administrative duties. You are excited about working in a high-pacedenvironment that provides multiple opportunities to tackle a wide variety ofcomplex problems.
You are able to managetasks in a timely manner and handle a diverse workload. You are a team player who is not only willingto learn, but also willing to pass knowledge on to your teammates.
This role will expose the successfulcandidate to a large scope of technical opportunities while working in apositive and fun environment.
As a key member of the IT Team,the IT Service Desk Analyst will work closelywith Operations to support business applications, end user equipment, business,and IT processes.
Dutiesand Responsibilities
- Provide Tier 1 and 2 technical support to RSL Branches,Warehouses and Admin Offices.
- First point of contact for incoming support requests to ensurecourteous, timely, and effective resolution of end-user issues.
- Understand and support the technologies used by RSL.
- Resolve problems and liaise with customers to find ways tocontinually improve services and processes, and keep customers informed ontheir problem status / resolution.
- Troubleshoot issues and make decisions to assess customerpriority and impact. Escalate issues tosenior support if required.
- Use remote tools and diagnostic utilities to aid introubleshooting.
- Research solutions through internal and externalknowledgebase as needed.
- Setup, deploy and troubleshoot PC's, peripherals, andprinters, etc.
- Identify, prioritize, and perform service requests based onthe demand and defined SLAs.
- Work with other IT team members to resolve issues and make processimprovements.
- Provide IT business and application support services forprojects, special tasks and requests.
Skillsand Qualifications
- Technical Diploma or Universitydegree in Computer Science or related filed
- Microsoft MD100 / 101, COMPTIA A+and ITIL certifications is desired.
- 2 plus years’ experience in an EndUser Support Role.
- 2 plus years supporting Windows 7and 10 Operation Systems
- 2 plus years supporting Office 365 Teams.
- 2 plus years supporting ITEquipment and Hardware.
- Intermediate knowledge of Azure, WindowsServer, Active Directory, Routing and Switching.
- Technical IT Systems and Equipmentknowledge & troubleshooting skills is a must.
- Ability to take direction andfollow practices and procedures consistently and accurately
- Excellent communication and timemanagement skills
- Ability to work independently aswell as in a team environment.
- Intermediate understanding of data warehousing principles, ERPsoftware, SQL, SSRS and other reporting applications.
Otherresponsibilities
- Requires travel throughout Western Canada.
- Follow company policy and procedures.
- Practice honesty and integrity in customer and vendorrelations.
- Positively and professionally represent our company.
- Other related duties that may arise.
Service Desk Analyst
Service Desk Analyst (2) – our client requires two (2) Service Desk Analysts to directly resolve customer IT issues by following best practices. ...
Service Desk Analyst
If the sound of this opportunity excites you, and you’re confident that it’s a good fit for your experience and career goals, then we’d love to hear from you! Please send your updated resume to us by applying to this posting and one of our awesome team of recruiters will be in touc...
IT Service Desk Analyst
As the face of Group IT department, you’ll provide excellent customer service to all consumers of the IT services provided to support to the various business units across the Drax Group. You will be responsible for always delivering a high-quality service to the business, ensuring that incidents and...
IT Service Desk Analyst
As a key member of the IT Team,the IT Service Desk Analyst will work closelywith Operations to support business applications, end user equipment, business,and IT processes. You are excited about working in a high-pacedenvironment that provides multiple opportunities to tackle a wide variety ofcomple...
Service Desk Analyst
From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. We are looking for customer-focused Service Desk Analyst to provide technical support to our end user community a...
IT Analyst, Platform Services IT-OT
Remote Access and Connectivity – Experience with terminal services, Remote Desktop solutions and or enterprise grade Secure Remote Access Solutions. Each of our employees is committed to uphold our tradition of care, quality, and passion through food, and together, we foster an environment where we ...
Manager, IT Service Desk
The Manager, IT Service Desk leads a service desk team that provides exceptional customer service for both AG and CSE on technical issues. The Manager, IT Service Desk will lead the service desk team and play a crucial role in planning and coordinating the provision of user applications and systems ...
Senior Service Desk Analyst
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. As the Senior Service Desk Analyst, you will be responsible for providing exception...
Service Desk Analyst
The IT Global Service desk is a 5X24 front line support role for CHC and is responsible for all end user issues and request. Initiates and facilitates Major Incident Management process for critical business impact issues. CHC provides unmatched helicopter services that enable our customers to reach ...
help desk analyst
Work conditions and physical capabilities. Maternity and parental benefits. Respond to users experiencing difficulties with computer. Collect, organize and maintain a problems and solutions log for use by other technical support analysts. ...