Service Desk

1 month ago

Fredericton, New Brunswick, Canada Advantage Personnel Full time

Job Title: Service Desk Analyst
Location: Fredericton, NB
Shift/Hours: Monday – Friday, 8:00 am - 5:00 pm
Pay Rate: $23.00/hr

Assignment Information:
Advantage Personnel is recruiting Service Desk Analysts to join our client's team in Saint John This is a fantastic opportunity to become part of one of New Brunswick's top employers, offering ample opportunities for career advancement to qualified candidates.

Key Responsibilities:

• Manage day-to-day activities of the Incident Management process.

• Investigate and resolve general Incidents within defined KPIs and SLAs.

• Log all incoming phone calls, emails, and communicator messages accurately in the Incident Management database.

• Enter Incident information with precision and escalate as per established procedures.

• Perform initial assessment of Categorization and Severity for reported Incidents.

• Adhere to all corporate policies and regulations.

• Offer implementation and post-implementation support across the organization.

• Participate in on-call support as required.

Qualifications/Requirements:

• Minimum 5 years of experience; must be eligible to become certified in the Controlled Goods Program and have been a resident of Canada for at least 5 years.

• College diploma or degree.

• Demonstrated high energy with a strong focus on customer service.

• Experience with end-user computing technologies including desktops, laptops, handheld devices, and mobile devices.

• Strong interpersonal, written, and verbal communication skills.

• Ability to analyze, troubleshoot, and escalate technical issues to resolution.

• ITIL Foundations certification or working knowledge is advantageous.

• Proficiency with desktop applications such as Office 365, Windows 7, 10, MS Office Suite, Internet Explorer 11, Microsoft Edge, Google Chrome, SCCM remote control, SharePoint, and remote access.

• Familiarity with Microsoft Office, Exchange, Active Directory, and other controlled goods is considered an asset.

Work Conditions:
The Service Desk Analyst role will be conducted in a business casual environment. They will promote
teamwork, collaboration, and continuous improvement in delivering IT services and support to the organization

#admin

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