Service Desk Analyst

3 weeks ago


Woodstock, Canada Xplore Inc. Full time

**Position Overview**: *

**Key responsibilities include**:

- Handling service request including the accurate documentation of calls and problems
- Investigate issues, help pinpoint defects and oversee the issue to completion
- Incident investigation and diagnosis (including first call resolution where possible)
- Resolution and recovery of assigned incidents - on phone diagnostics and troubleshooting
- Monitoring the status and progress towards resolution of assigned incidents
- Keeping affected business partners informed about progress
- Working to achieve team wide Service Levels for phone response and resolution
- Monitoring incident details, including the Configuration items affected
- Detection of possible problems and initiate the problem management workflow process
- Completion of a degree or diploma in Engineering or Computer Science. Equivalent experience will also be considered
- 3-5 years’ experience in various aspects of IT Operations and working knowledge of ITIL standards
- Experience with an Internet Service Provider or large multi-location corporation
- Experience working as part of an operational team
- Solid technical skills in VoIP, TCP/IP, DNS & DHCP, Security and Desktop Operating Systems
- Basic understanding and experience utilizing Transact-SQL
- Ability to deal professionally with all levels of the organization
- Ability to grasp new material quickly and have proven initiative in independent research, attention to detail, and a positive attitude
- Ability to develop strong working relationships with executive, business clients and other IT teams
- Excellent organization, communication (oral and written), presentation, negotiation and influencing skills
- Computer hardware and software knowledge
- Good knowledge of computer security systems
- Knowledge of process management including creation and change management

Xplornet Communications Inc. offers a competitive compensation package with excellent company benefits, including matched participation in a group RRSP and a comprehensive health and dental plan.

**Condition of employment**:
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

**Company Overview**:
Xplore Inc. is Canada’s Fibre and 5G broadband company for rural living. Founded in Woodstock, New Brunswick, Xplore has become one of the country’s largest facilities-based telecommunications providers for residential and business customers. Xplore is committed to the relentless pursuit of an improved broadband experience for Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.


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