IT Service Desk Analyst

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

Otherresponsibilities