Talent.com
BGIS
Service Desk AnalystBGIS • Markham, ON, Canada
Service Desk Analyst

Service Desk Analyst

BGIS • Markham, ON, Canada
30+ days ago
Salary
CA$47,118.00 yearly
Job type
  • Full-time
Job description

SUMMARY

Reporting directly to the Team Leader, the Service Desk Analyst provides first level support for all technical issues, for hardware, applications and infrastructure, experienced by BGIS users. Escalates as required to ensure prompt and efficient resolution of the client’s issues, balancing between minimizing the impact on our client’s productivity and the financial impact on the entire organization. The agent is expected to work in a shift work environment.


KEY DUTIES & RESPONSIBILITIES

  • Responds to inquiries from a wide variety of channels including (but not limited to) phone, email voice mail, instant messaging and walk-up clients from corporate offices, customer site locations, regional users and, in ever-increasing numbers, work-from home clients, to extract information and trouble shoot to resolve hardware, application and infrastructure issues.
  • Provides first level support for all hardware and application issues to resolve problems promptly and efficiently and escalates issues as required.
  • Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve issues efficiently.
  • Documents relevant issues and resolutions to ensure recurring problems are identified.
  • Logs support calls into the call tracking system to ensure accurate documentation is completed.
  • Provides training for new employees to ensure systems, processes and procedures are uniformly utilized in the department.
  • Prioritize and manage incidents, service requests and emails and other day to day tasks
  • Manage user accounts and permissions, setup email accounts and network shared folders
  • Identify recurring problems and report them to the relevant support teams, and provide necessary workarounds, fixes, and resolutions to the clients
  • Assist with maintaining Incident and End User Request Management process
  • Maintain responsibility for off hours support (24/7) on a rotating schedule
  • Occasional participation in project/assignment work may be required and must be accomplished in addition to main responsibilities as call-takers
  • Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
  • Monitor call volumes and queue wait times to ensure customers are being serviced within the department ASA
  • Prioritizes urgency to ensure business impact is minimized.
  • Respond to Team Leader requests for priority issues and provides resolutions accordingly to minimize impact on the business. These priority issues requests must be accomplished in addition to main responsibilities as call-takers

EDUCATION REQUIREMENTS

  • Community college diploma or equivalent training and hands-on experience
  • Additional courses in, or knowledge of Microsoft Office and LAN/WAN procedures would be an asset

JOB-RELATED EXPERIENCE

  • Minimum of 2-3 years of experience in a Service Desk environment, or equivalent hands-on experience, training and education, as well as hands-on technical support experience in a Windows environment

KNOWLEDGE & SKILLS

  • Excellent customer service, communication and analytical skills
  • Experience with service desk software (LANDesk) an asset
  • Problem identification and root cause analysis
  • Ability to organize and prioritize work in a fast-paced, changing environment
  • Strong analytical, communication, and customer interfacing skills
  • Work well in a busy team, being quick to learn and able to deal with a wide range of issues
  • Strong communication and customer service skills
  • Be Inquisitive and analytical, always looking for things that can lead to systems outages
  • Be flexible, creative and resourceful, able to “connect the dots”
  • Be a great communicator with the ability explain issues to clients with a wide variety of experience and confidence with technology quickly and concisely

Licenses and/or Professional Accreditation

  • CompTIA + or working towards certification
This is a regular, full-time position with a salary range of $47,118 - $58,897 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

#LI-HG
#LI-Onsite

Create a job alert for this search

Service Desk Analyst • Markham, ON, Canada

Similar jobs

Information Technology Service Desk Analyst

Marberg StaffingToronto
Full-time

Step into a rewarding role as an Information Technology Service Desk Analyst with a provincial government agency located in downtown Toronto.This temporary, onsite position emphasizes comprehensive... Show more

 • Promoted

Account Analyst

Leap Recruitment PartnersMarkham, York Region, CA
Temporary

Role type: 5 to 6 month contract role with the possibility for long term.The company is looking for customer-focused professionals to join our Contact Center team as.This role is ideal for individu... Show more

 • Promoted

Performance Analytics B2B Senior Analyst

Staples CanadaRichmond Hill, York Region, CA
Full-time

Leverage your analytical skills as a Senior Analyst focused on B2B performance analytics in a hybrid setting.Drive strategy with data-driven insights and stakeholder engagement.This critical role w... Show more

 • Promoted

Business Support Analyst (Application Support)

Green Infrastructure PartnersMarkham
Full-time

Reporting to the Business Operations Manager, the Business Support Analyst will provide application support for core business systems used to manage construction and project operations.This role fo... Show more

 • Promoted

Customer Service Representative Agent Work From Home - Part-Time Focus Group Panelist

Apex Focus Group Inc.Keswick, ON, Canada
CA$75.00 hourly
Remote
Full-time +1

Job Title: Customer Service Representative Agent Work From Home - Remote Panelists.Part-Time Focus Group Participants - Remote Work From Home (Up To $850/Week).Our company is seeking individuals to... Show more

 • Promoted

Service Desk Analyst (6-Month Contract) - C$48,000 - C$58,000 A Year

CBI Home HealthToronto, Canada
Temporary

Provide frontline IT support, resolving hardware, software, and network issues via phone, chat, and ticketing system.Manage user accounts, log incidents, and ensure high-quality customer service wi... Show more

 • Promoted

Senior Deal Desk Analyst

AtaccamaToronto, Ontario, Canada
Full-time

Organizations worldwide rely on Ataccama ONE, the agentic data trust platform, to ensure data is accurate, accessible, and trusted for every decision and system.Powered by the ONE AI Agent, Ataccam... Show more

 • Promoted

Bilingual Spanish Global Service Desk Analyst - $22 - $24 An Hour

North American IT providerToronto, Canada
Full-time

Provide tier I technical support to global clients as a bilingual Spanish Service Desk Analyst, requiring customer service and troubleshooting skills. Show more

 • Promoted

Customer Service - Work from Home - 50k-60k / Year

Spade RecruitingGeorgina, Ontario
Remote
Full-time
Quick Apply

We’re looking for enthusiastic, self-driven, individuals to assist existing and prospective clients within our organization.This position will work with multiple clients throughout the day pr... Show more

 • Promoted

Analyst, Service Desk - C$65,400 - C$69,490 A Year

Ontario Medical AssociationNorth York, Canada
Full-time

Provides technical support, resolves incidents, and drives automation for the OMA staff. Show more

 • Promoted

Remote Construction ERP Support Analyst – Evening Shift

SRA GroupMarkham, York Region, CA
Remote
Full-time

A leading construction software provider is seeking a Customer Support Analyst to support clients using ERP modules like Job Costing and Payroll.This remote position requires a late shift after tra... Show more

 • Promoted

IT Operations Analyst

Highbrow LLCToronto
Full-time

Job Title: IT Operations Analyst.Job Location: Toronto, ON (Hybrid – 2 days/week onsite) or Remote in Canada.Work Eligibility:All Work Authorizations are Permitted – No Visa Transfers.Key Technolog... Show more

 • Promoted

Full Desk IT Recruiter

Motion RecruitmentToronto, ON, CA
Full-time

Looking for an opportunity to join a great team and launch your career in recruiting and sales? Motion Recruitment, a division of Kelly, is seeking an entry-level Full-Desk Tech Recruiter.Don\'t mi... Show more

 • Promoted

Business System Analyst

Insight GlobalGreater Toronto Area, ON, CA
Full-time

Insight Global is seeking a Senior Project Analyst/BSA to join a leading bank in Downtown Toronto within their Securities division.The role requires advanced data manipulation skills to analyze lar... Show more

 • Promoted

Cybersecurity Analyst - PCI Compliance

TVET CollegeRichmond Hill, York Region, CA
Full-time

Secure a position as a Cybersecurity Analyst at Staples Canada, specializing in PCI Compliance and governance.Drive improvements in security practices while coordinating with diverse stakeholders.I... Show more

 • Promoted

Deal Desk Specialist

DoceboToronto
Full-time

At Docebo, we’re using AI to change how people learn at work—and we mean actually change it.We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all i... Show more

 • Promoted

Network Operations Administrator Expert

Hyundai Mobis (Mobis Parts Canada)Markham
Full-time

Elevate network operations in your new role as a Network Administrator.Lead the administration, maintenance, and enhancement of networking services across various sites while ensuring security and ... Show more

 • Promoted

C3 Operations Leader - 24/7 ITIL-Driven Service Desk

Cloud Carib LimitedToronto, Ontario, Canada
Full-time

A leading cloud service provider located in Ontario, Canada is looking for a Senior Manager to oversee operations at the Command-and-Control Centre.The ideal candidate will have extensive experienc... Show more

 • Promoted

Global Service Desk (Gsd) Analyst - $22 An Hour

Long ViewToronto, Canada
Full-time

Provide tier I support for IT and communications systems, analyze and resolve customer issues, and manage incidents through their lifecycle.Requires strong customer service and troubleshooting skills. Show more

 • Promoted

Senior OTC Analyst

PricelineToronto
Full-time

Lead moderate‑size projects applying business knowledge, system expertise, strong decision‑making skills, and project management skills.Serve as a subject‑matter expert with multi‑functional team m... Show more