Intermediate Service Desk Analyst

We are seeking a dedicated and experienced Tier 1 Intermediate Service Desk Analyst to join our team. The successful candidate will provide technical support to end-users, troubleshoot technical issues, and escalate problems to appropriate teams as necessary. This role requires excellent communication skills, the ability to work independently, and a strong customer service orientation.

Tier 1 Intermediate Service Desk Analyst
Location: Calgary, Canada
Job Type: Full-time, Onsite
Job Description:
We are seeking a Tier 1 Intermediate Service Desk Analyst. The successful candidate will be responsible for providing technical support to end-users, troubleshooting technical issues, and escalating issues to the appropriate teams. The candidate should have excellent communication skills, be able to work independently, and have a strong customer service orientation.
Responsibilities:

• Provide Tier 1 Phone support and manage tickets submitted via email and service catalogue.
• Provide technical support to end-users via phone, email, and chat.
• Troubleshoot technical issues related to hardware, software, and network connectivity.
• Escalate issues to the appropriate teams when necessary.
• Document all support requests and resolutions in Freshservice or other ITSM tool.
• Provide excellent customer service to end-users.
• Work independently and as part of a team to meet service level expectations.
• Update Tier 1 knowledge articles as required.

Requirements:

• 5 years of experience in a Tier 1 service desk role.
• 5 years of experience with Microsoft Windows and Office 365
• Experience with Freshservice or other ITSM tool.
• Excellent communication skills.
• Strong customer service orientation.
• Ability to work independently and as part of a team.
• Strong trouble-shooting and problem-solving skills.