Technical Analyst

2 weeks ago


Regina, Canada BQ INTERNATIONAL LTD. Full time

Our client has an immediate need for a full time Technical Analyst

Location: 100% Remote

Term: October 5, 2020 – March 31, 2021 with possible extension

Experience required:

  • Service Desk experience – 6 months

Key accountabilities:

  • Workflow processor who creates incidents, requests and provides solutions for L1 issues as part of the service desk
  • Performs day-to-day support and monitoring of technologies and solutions
  • Investigates, analyzes, and responds to incidents

Technical Knowledge:

  • Comfortable with a variety of basic software solutions
  • Demonstrated ability and willingness to learn new tools
  • Familiarity with updating and using a knowledge base
  • General knowledge of computer systems, analysis techniques, and ITIL processes

What we're looking for:

  • A friendly attitude and exceptional customer service commitment
  • The ability to work independently and with a high-performing team
  • Understanding of technical terminology and concepts

What you'll need:

  • In-depth knowledge of common software and operating systems
  • Knowledge of O365
  • Knowledge of computer hardware and peripherals
  • Knowledge of iPhone and Android devices

Nice-to-have:

  • Service Now experience

What you’ll do:

  • Assist staff with common IT issues
  • Process IT requests (emails) into incidents and requests
  • Resolve issues with technology through one-on-one interactions
  • Document common issues and update knowledge base
  • Troubleshoot a variety of first-level IT support issues on different platforms and programs
  • Answer questions and provide advice by phone, email or chat
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