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IT Service Desk Analyst

2 months ago

Calgary, Canada Lux Windows and Glass Ltd Full time

IT Service Desk Analyst Level III

**Role Description**

**Expectations**
- Provide excellent customer experience.
- Resolve technical issues in a professional and timely manner.
- Effectively communicate with Lux teams and users.
- Actively contribute to continuous improvement initiatives.
- Seek and provide constructive and positive approaches to resolve workplace issues.
- Keep work areas tidy.
- Adhere to company policies and procedures.
- Comply with safe work practices and health and safety legislation, policies, and procedures.
- Acceptance of miscellaneous duties as required.

**Responsibilities**:

- Deliver exceptional customer experiences to end users through active listening, problem-solving to diagnose the root cause of the issue and timely service delivery and follow-up.
- Prioritize issues based on severity and immediacy, communicating, and collaborating with the team members to proactively solve problems, escalating issues of complexity as appropriate, in a timely manner.
- Diagnose hardware and software issues with a focus on root cause analysis. Document findings when appropriate and formulate the root cause fix to avoid similar issues from recurring.
- Provision and maintain IT Equipment including set up of hardware, and connection to the network. Issuing devices such as company laptops, software or mobile devices.
- Provide technical support for hardware and software issues to employees at all levels of the organization.
- Configure users, monitor and maintain Office 365, Active Directory.
- Document relevant procedures and processes related to IT support, cloud administration, and cybersecurity administration.
- Stay current with emerging trends and technologies related to IT support, cloud computing, and cybersecurity.

**Who you are**
- You love working on a team and helping teams accelerate forward.
- You have a great personality and are ready for an opportunity to take on more responsibility and work independently.
- You have excellent customer service skills.
- You have awesome IT skills, technically talented and love technology.
- You are creative, consider multiple options and are open to new ideas.
- You are a troubleshooting Rockstar and like to wear multiple hats and work with a variety of technologies.
- 6 years of well-rounded IT experience and a proven track record.
- You are cyber security minded and understand key security concepts.

**Experience & Education**
- Min 2-year diploma in a computer-related field that included practical hands-on experience.
- Relevant industry certifications or working towards them. Examples: A+, Microsoft certifications, Cisco, ITIL, etc.
- 4-6 years of experience in an IT Service Desk environment.
- Comfortable escalating issues in a timely fashion.
- Proven problem solver and options generator.
- 4-6 years of experience installing, configuring, and troubleshooting hardware and software. Networking and virtualization fundamentals would be great
- 4-6 years of one or more of the following
- Office 365 and Azure services, Windows 10 & 11
- Mobile phones and telephone support
- Working knowledge of patching, software distribution, and security.
- Comfortable with service desk systems for monitoring, ticketing & asset tracking.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

**Experience**:

- Azure: 6 years (required)
- Customer service: 6 years (required)

Licence/Certification:

- CompTIA A+ Certification (required)
- ITIL Certification (required)

Work Location: In person