Support Desk Analyst

4 weeks ago

Sherwood Park, Canada Gemstone Logistics Full time

**Putting Customers First**

Our clients are at the heart of our business and we will meet or exceed their expectations at every opportunity

**Living Above the Line**

We know when to take ownership, accountability and responsibility and will do so, regardless of the outcome

**Embracing Diversity**

We are proud to have Gems with diverse backgrounds and will always promote inclusivity

**Delivering Courageous Innovation**

We will be curious and inquisitive in the pursuit of enhancing our products, services and relationships

**Enabling Growth**

We will help our Gems grow professionally and ensure they are happy at work by fostering a respectful, empowering and fun environment

**Giving Thanks**

We will live in gratitude for our opportunities and be authentic and vulnerable with our Gems and clients

**Key Responsibilities**
- Communicate electronically and verbally with clients experiencing technical difficulties to determine and document user issues
- Produce system documentation and diagrams;
- Create end user documentation;
- Providing objective feedback to software development teams.

**Qualifications and Education Requirements**
- Ability to work well in a team environment
- Excellent communication and interpersonal skills with an aptitude for communicating complex technical issues to both peers and non-technical staff verbally and in writing
- Exceptional customer focus - understanding the needs of the internal and/or external customer and keeping them in mind when taking actions or making decisions
- Proficient knowledge of SQL Server, T-SQL queries and stored procedures
- Analytical thinking - acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
- Strong time and task management skills
- Experience in the Travel and Accommodation industry considered an asset
- Bilingual considered an asset (Mandarin, French, Spanish)
- Completion of college/CEGEP/vocational or technical training

**Environmental & Physical Demands**
- Required to act under pressure and make decisions that ensure Gemstone Logistics’ day to day business systems run correctly;
- A high level of concentration required, often under pressure from users;
- The ability to adjust to the changing demands of Gemstone Logistics at short notice and associated time management and prioritizing skills required to make this possible;
- Must be able and willing to work various shifts/hours to assist with rotational on-call support schedule
- Constant forward flexed spine while standing or sitting at work station;
- Constant mental and visual attention;

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

**Salary**: $45,000.00-$50,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

COVID-19 considerations:
We are currently doing a hybrid model, 3 days in the office and 2 days at home. All surfaces are cleaned and sanitized regularly.

**Experience**:

- SQL: 1 year (preferred)
- Customer service: 2 years (preferred)
- IT support: 1 year (preferred)

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