Service Desk Analyst

2 months ago

Vancouver, Canada I.T. Ideas Inc. Full time

You are an outgoing, self-motivated, "people person" with a passion for delivering exceptional customer service. As a strong advocate for small IT service environments, you relish having exposure to a variety of tools, technologies, and customer verticals. You are driven by the success of not-for-profit and charitable organizations and thrive on helping them to be sustainable.

This crucial role provides **Tier 2 escalation support to the Service Desk** and provides **on-site support **in the Vancouver downtown core and the Olympic Village areas. You may be required to commute daily to different client locations to address a range of technology needs.

**IMPORTANT**: This role primarily involves on-site support; remote support responsibilities are secondary.

**Responsibilities**:
**1. Escalation Handling and Complex Issue Resolution**:

- Handle escalations from Tier I or Tier 2 analysts, addressing more complex networking issues and providing advanced technical support.
- Diagnose and troubleshoot complex IT problems, ensuring timely resolution and minimizing client impact.
- Tier 2 and 3 team members may be a supporting member for Project Analysts for any Project related work. (not primary)
- Provide On Site support to customers

**2. Career Development and Skill Enhancement**:

- Work alongside the Senior Escalations team to enhance technical skillsets and expand knowledge in networking and advanced IT concepts.
- Participate in training sessions, workshops, and mentoring programs to advance your career in IT support.
- Proactively seek opportunities for professional growth and stay updated on emerging technologies and industry trends.

**3. Ticket Management and IT Issue Resolution**:

- Utilize ticket management systems to receive, track, and resolve IT issues efficiently.
- Ensure tickets are accurately documented, updated, and resolved within established service level agreements.
- Prioritize and manage multiple tickets simultaneously, ensuring timely and effective problem resolution.

**4. Training and Documentation**:

- Contribute to the development and improvement of training materials and documentation for the service desk team.
- Assist in training new team members on technical processes, tools, and best practices.
- Share knowledge and provide guidance to peers to foster a culture of continuous learning and development.

**5. Customer Service Excellence**:

- Provide exceptional customer service by communicating effectively with clients, understanding their needs, and resolving issues promptly.
- Manage client expectations and deliver timely updates throughout the resolution process.
- Strive to achieve high customer satisfaction levels and build long-term client relationships.

**6. Continuous Improvement and Process Enhancement**:

- Identify opportunities for process improvement within the service desk, proposing innovative solutions to enhance efficiency and effectiveness.
- Actively contribute to team meetings, sharing insights, and collaborating on strategies to drive continuous improvement.
- Stay updated on industry best practices and suggest improvements to service delivery methodologies.

**Qualifications**:

- Post-Secondary Education including a Bachelor's degree in a relevant field; additional technical certifications or advanced degrees are a plus. 
- Proven experience (3+ years) in a Tier II or equivalent technical support role, preferably within the IT services industry.
- Strong technical knowledge and experience in networking, systems administration, or related areas.
- Proficiency in troubleshooting complex IT issues and implementing effective solutions.
- Familiarity with ticketing systems and IT service management best practices.
- Excellent communication and interpersonal skills, with the ability to interact professionally with clients and team members.
- Strong problem-solving and analytical abilities, with attention to detail.
- Certifications such as Microsoft MCSA/MCSE, CompTIA Network+, CCNA, or equivalent are advantageous.
- Valid Drivers license and own a vehicle.
- ITIL certification is desirable.

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

Pay: $55,000.00-$65,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

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

**Experience**:

- IT support: 2 years (required)

Licence/Certification:

- Driving Licence (required)

**Location**:

- Vancouver, BC (required)

Work Location: In person

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