Service Desk Analyst

2 months ago

Markham, Canada PACE Technical Full time

Do you love working with people as much as you love working with tech? If yes, then we have an opportunity that will expand your expertise in all things IT. We’re currently looking for a **Service Desk Analyst **to join our team - we’re looking for you

At PACE Technical, we have what you’re looking for.

We’re a group of innovative professionals dedicated to delivering client-centric IT solutions to small and mid-sized businesses in the GTA. We’re now looking for our newest Service Desk Analyst to join our team - we’re looking for you

Practically speaking, here’s what you’ll do
- Participate in the day-to-day operations within the Service Desk Department
- Adhere to our established Service Desk processes, procedures, and policies
- Complete service requests for new user creations, deactivations, and other setups
- Provide assistance and support to the Service Desk Team whenever possible
- Escalate client issues to the Service Delivery Manager if need be
- Collaborate with other departments to optimize operations
- Assist clients in resolving technical issues as per our customer satisfaction standards
- Achieve or exceed all measurable Key Performance Indicators (KPI)
- Attend regular 15-minute huddles with the Service Desk team to review tickets and discuss any areas of concern
- Participate in after-hours on call and/or on call escalation rotations as assigned
- Document all client problems and resolutions into our internal ticketing system
- Attend other regular internal/external meetings as required
- All other duties and responsibilities as assigned by the Service Delivery Manager

You’re the right fit for this role because you are...
- **Focused**:Your clients appreciate your patience and calm demeanor; no matter what issue, big or small, you’re facing.
- **Process-Oriented**: You enjoy following systems and checklists to keep things organized for yourself and your clients.
- **A Team Player**:You’re always willing to lend a helping hand.
- **Eager to Learn**:We know you don’t know everything there is to know about IT - and that’s okay If you’re dedicated to improving your skills and expanding your knowledge, you’ll fit right in here.

**Qualifications**
- Post-secondary diploma or bachelor’s degree in Computer Science/Information Technology; and/or previous experience working within the IT industry
- Previous experience working with a Managed Service Provider is preferred
- Experience troubleshooting Level 2 technical tickets is required
- Previous customer support experience is an asset
- Previous experience working with Office 365, Azure, and Cloud-Based systems is an asset
- Previous experience working with IT security, Citrix/Terminal Servers, and Cloud-Base Systems is an asset
- Advanced MS Office and technical skills
- Excellent communication, interpersonal, and active listening skills
- Professional, proactive, and personable telephone etiquette
- Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
- Ability to solve problems independently, effectively, and efficiently
- Ability to multi-task and work under tight deadlines
- Ability to manage changing priorities effectively and efficiently
- Strong team player spirit is a must
- Must be willing to work in a hybrid working environment
- Must be willing to attend the office or client worksites in-person when required

**Working at PACE Technical**

PACE Technical has been officially recognized as a Great Places to Work in Canada each year since 2017. We maintain a highly collaborative culture where doors are always open, ideas are constantly shared, and learning opportunities are abundant. We‘ve cultivated a continuous learning environment by offering course, tuition and certification reimbursement programs for our team.

You will be joining a small, close-knit team in a fun, productive work environment. We enjoy any opportunity to connect with one another, even in a virtual environment. Come join the team at PACE Technical.

**The Details**

This is a full-time, permanent position, offering a salary between $65,000 - $70,000 per year, depending on your experience. We offer a comprehensive group benefits package, employee assistant program (EAP), profit sharing plan, a wellness fund, a home office allowance and other programs to promote the wellbeing of our staff.

You’ll work Monday to Friday, 40 hours per week, during standard business hours. This is a hybrid position, meaning you will be required to work in our Markham office as needed, but can also work remotely. In addition, you will be joining our after hours on-call rotation, responding to emergency evening and weekend alerts for one week every 2 months.

A strong, reliable internet connection and access to a car are a must. We have regular virtual meetings through MS Teams, to ensure that our team is always connected and working together.

**How to Apply

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