Technical Service Desk Analyst

2 weeks ago

Victoria, Canada Tecnet Canada Inc Full time

**Service Desk Analyst**

**About the Company**

**Job Overview**

Tecnet is looking for an individual to work with our Service Desk Team. The successful applicant has a customer service focused attitude, strong communication skills, takes pride in attention to detail and accuracy, and is a team player.

A minimum of 3 years of Service Desk experience is required.

**Skills required**
- Post Secondary technical certificate, diploma, or applicable experience
- A+ Certification
- MCSA or MCP certifications desired but not required
- Solid experience in using and modifying TCP/IP, VLAN and other networking technologies
- Excellent knowledge of the principles, methodologies, tools, and techniques utilized in providing technical desktop support.
- Genuine working knowledge and experience with Microsoft Windows operating systems, MacOS and Linux
- Excellent customer service skills
- Ability to prioritize and manage time efficiently
- Ability to work independently as well as part of a team
- Demonstrate respectful written and verbal communication skills in clear English
- Solid understanding of confidentiality and other professional codes of conduct
- Must pass criminal record check (CPIC)

**Responsibilities**
- Perform remote software upgrades
- Remote troubleshoot and resolution for hardware and software problems
- Perform root cause analysis and update documentation on changes made
- Regular and accurate record keeping of activities in the Tecnet Service Management tools
- Respond to escalated tickets from clients
- Triage call queue and prioritize calls based on SLA (Service Level Agreements) or urgency
- Assist other teammates with calls as needed
- Keep regular communication with supervisor on any issues, challenges or escalations
- Provide timely communication with end users on ticket updates and status
- Collaborate with other Service delivery teams to ensure end-to-end customer satisfaction is achieved on all activities
- Follow deployment guidelines and project plans on projects of varying types for system upgrades or new deployment projects

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Victoria, BC V8X 1W4: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 2024-05-07
Expected start date: 2024-05-06

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