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Service Desk Analyst

3 months ago

Halifax, Canada Black & McDonald Limited Full time

ABOUT THIS CAREER OPPORTUNITY

Black & McDonald’s Corporate Service Group is growing If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the Service Desk Team Lead.

The Service Desk Analyst provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, network, and related computer systems and peripheral devices. Using effective communication, technical and analytical skills, support is provided by phone, email, and/or using a ticket management system.

DUTIES & RESPONSIBILITIES

  • Communicate comfortably to employees at all business levels
  • Handle telephone calls, e-mails, and other requests for support in a skilled and professional manner
  • Administer and maintain user accounts, permissions, and access rights (Microsoft Intune, AD etc.)
  • Set up all equipment, including hardware and software upgrades and provide ongoing support.
  • Track, monitor and accurately document requests to timely resolution and follow up as needed.
  • Utilize resources such as knowledge bases, help desk tools, and websites to provide solutions to end users.
  • Identify and escalate priority incidents to next-level support and/or 3rd party vendors.
  • Functional knowledge of current technologies, protocols, and standards
  • Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company’s operations

COMPETENCY REQUIREMENTS

  • Communicates Effectively
  • Continuous Learning
  • Customer Focus
  • Holds Self and Others Accountable
  • Problem Solving and Innovation
  • Teamwork and Collaboration
  • Values and Respects Others

EDUCATION REQUIREMENTS

  • Post-secondary education in a related field

WORK EXPERIENCE REQUIREMENTS

  • 1-3 years of experience in a similar role
  • Experience with IT ticketing systems

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

  • Must be able to speak, read and write in English. French is an asset.
  • Proficient in Windows Operating Systems and Microsoft Office applications.
  • ITIL, A+, and Net+ or similar certifications would be an asset.

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

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