IT Service Desk Analyst

2 weeks ago

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

**Service Desk Technician (& Dispatcher)**

You are an outgoing, self-motivated, "**people person**" who thrives on delivering exceptional customer service every day. You prefer an opportunity to work in a smaller IT Service Provider environment versus larger corporate enterprise environments so that you get greater exposure to tools, technology and a variety of customer verticals. You are passionate about helping not-for-profit and charitable organizations to be sustainable and successful.

In this crucial customer-facing role you will be responsible for performing all service desk activities. You will be working with various project teams, while assisting our clients in all aspects of their technology needs - including health assessment monitoring, day-to-day break/fix support, RCA (Root Cause Analysis) and preventative monitoring and maintenance (PM).

**You have**:

- A passion for excellent customer service and for seeing others succeed
- Strong verbal and written communication skills
- The ability to present ideas in user-friendly language
- Problem-solving, critical thinking and analytical skills
- Comfort in making decisions independently
- Attention to detail while also keeping in mind the big picture
- A drive for meeting expectations and you strive to exceed expectations
- An ability to successfully manage and complete multiple tasks within a deadline, in a fast-paced work environment
- A Diploma or Degree in Computer Science / Information Systems
- A minimum of 2 years experience as an IT service technician
- Being the customer's first point of contact as a Dispatcher & Technician. Interacting with customers by phone in a timely manner to acknowledge and prioritize problems & issues, and to carry out follow-ups.
- Escalating issues to level 2 and level 3 support technicians as required
- Supporting services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, Office 365, Windows Workstations, etc.
- Implementing and supporting disaster recovery solutions.
- Technical services, support and troubleshooting at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Remote access solution implementation and support: VPN, Terminal Services, SASE Platforms and Citrix.
- Routine monitoring and testing of customers' I.T. environments
- Monitoring and reviewing system logs, firewall logs, network device logs, and automated alerts
- Status monitoring and remediation of backup and antivirus services
- Status monitoring of software patches and updates
- Testing of client core systems after software patching
- Testing client backups and recovery procedures
- Internal documentation of regular processes and procedures
- Writing and maintaining technical documentation, customer environment documentation and how-to guides
- Communicating with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
- Creating Incident reports
- Maintaining client hardware and software inventories
- Orienting and educating clients on various technologies
- Mobile phone infrastructure monitoring and updates
- Accurately time tracking all service and project work
- Rotating backup media
- Providing desk-side service for users, and troubleshooting AV equipment (post COVID)

**Additional Expectations**:

- Fast turnaround of customer requests.
- Competency with ticketing systems and Remote Management and Monitoring software (e.g. Autotask, DattoRMM).
- Improving customer service, their perception, and satisfaction.
- Ability to work in a team and communicate effectively.
- Escalating service issues that cannot be completed within agreed service levels.
- Entering all work as a service ticket (Autotask).
- Improving internal processes to streamline support, reduce costs, and improve overall customer service.
- Maintaining specific knowledge of the customer and how IT relates to their business strategy and goals.
- Responsible for entering time and expenses as they occur.
- Reviewing IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

**Knowledge/Skills/Abilities Required**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer care.
- Diagnosis of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: the ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Typing skills to ensure quick and accurate entry of service request details, and to create documentation.

  • Strategic Marketer

    7 hours ago

    Remote, Canada Simple Desk Full time

    About Us: Simple Desk is a dynamic and innovative firm committed to delivering exceptional service to our clients. Our team is passionate about creating impactful marketing strategies that drive growth and enhance brand visibility. **Job Description**: We are seeking a Strategic Marketer who will be responsible for developing and implementing comprehensive...

  • Infrastructure Operations Analyst

    7 hours ago

    Remote, Canada Agriculture Financial Services Corporation Full time

    At AFSC, we want to work with talented people from a wide range of backgrounds. We strive to create a psychologically safe environment where we can all be ourselves and perform to the best of our abilities. We care about each other, about Alberta and about agriculture. We are innovative, knowledgeable, and diverse and love what Albertan agriculture produces...

  • Revenue/sales Analyst

    7 days ago

    Remote, Canada Miovision Full time

    **Position Summary** Miovision is looking for a driven Revenue/Sales Analyst who excels at building business relationships to help bridge sales strategy with financial results. Reporting to the Manager, FP&A, the Revenue Operations Analyst will have a proven track record and partner with the Revenue Operations organization to ensure end-to-end planning,...

  • Service Desk Representative I

    7 hours ago

    Remote, Canada Moneris Solutions Full time

    **À propos de Moneris** Moneris a été fondée en tant que coentreprise par RBC et BMO Banque de Montréal (y compris Banque Harris) en décembre 2000. En véhiculant les valeurs traditionnelles de sécurité et de résilience de nos banques mères, nous sommes aujourd’hui le principal acquéreur de transactions au Canada, et l’un des principaux en...

  • Financial Analyst

    1 day ago

    Remote, Canada CARE Canada Full time

    CARE Canada is looking for a Financial Analyst to join our team! *ABOUT THE ROLE / WHAT THE ROLE OFFERS * Reporting to the Manager, Financial Analysis, the Financial Analyst oversees project financial accounting for a portfolio programming. They ensure that contractual and compliance requirements are met and for ensuring effective project financial...

  • Gis Analyst

    5 days ago

    Remote, Canada Dougan & Associates Full time

    **About us** We are professional, innovative, data-driven, and our goal is to find a GIS Analyst to work either remotely or in our Guelph office with our Ecology, Design, and GIS team. Dougan & Associates is a mid-sized ecological consulting & design firm based in southern Ontario that has been providing services in terrestrial biology, ecological...

  • Business Analyst

    6 hours ago

    Remote, Canada Dexcent Inc Full time

    Dexcent has an opportunity for a Business Analyst to join our growing team. **About Dexcent** Founded in 2006, Dexcent Inc. (Dexcent) is an engineering consulting firm that provides a range of specialized solutions for clients in a variety of industries throughout the world. Our professionals have modernized IT and OT engineering methodologies into...

  • HR Analyst

    4 days ago

    Remote, Canada VC3 Full time

    The HR Analyst with experience in systems implementation is responsible for supporting the Human Resources Information Systems (HRIS) implementation project while also fulfilling traditional HR Analyst responsibilities. This role involves a dual focus on managing day-to-day HRIS activities, data analysis, and taking a lead role in the successful...

  • Analyste D'affaires

    5 days ago

    Remote, Canada Lactanet Full time

    **ANALYSTE D’AFFAIRES - OPÉRATIONS** Nous recherchons activement un(e) analyste d’affaires - opération pour un poste permanent à temps plein. Le titulaire du poste aura à analyser le contexte et les besoins d’affaires de l’organisation et du développement des nouveaux produits. Cette personne devra également dresser le portrait de la situation...

  • Analyste D'affaires

    4 days ago

    Remote, Canada Tooly Full time

    _English version below_ À propos de nous: Pourquoi devrais-tu te joindre à l’équipe? - Nous avons une culture d’entreprise transparente, rigoureuse et humaine. - Nos salaires sont compétitifs; nous voulons que les membres de notre équipe soient rémunérés à leur juste valeur. - Nous avons une équipe multiculturelle (Canada, France, Madagascar,...

  • Business Analyst

    1 day ago

    Remote, Canada Ohayon and Partners Full time

    **Who we are** Ohayon & Partners is a consulting firm that provides onsite and remote services to our clients across the GTA. Our professional services include Accounting, Administrative, and IT. Our technology team consists of multiple and effective teams focused on Digital, Data Science, and Application Software Development. **If you are**: - Someone...

  • Analyste D'affaires Business Analyst

    7 days ago

    Remote, Canada INTEGRIM Full time

    **Faire carrière avec une entreprise verte?** Depuis 1992, INTEGRIM accompagne les entreprises et les organisations dans le développement durable, par le traitement et la gestion numérique des documents d'entreprise. Nous estimons qu’en 30 ans, ensemble avec nos clients, nous avons réduit l’impact de déforestation de plus de 20,000 arbres! Et nous...

  • Client Service Representative

    1 day ago

    Remote, Canada minuteTakers inc. Full time

    **Client Services Representative (Remote)** Freelance Contractor - 1 year with the possibility of extension Hours - Part-time; 20+ hours per week (daytime) Pay - $22.50 per hour Role: This part-time, remote, contract position will begin in April 2023 and run for one year, with an opportunity to continue. The Customer Services Representatives are assigned...

  • Kyc Analyst

    7 days ago

    Remote, Canada BlazeSoft Full time

    This is a remote position. As a KYC Analyst, you will play a crucial role in ensuring the integrity and security of our platform. Your responsibilities will include: - Conducting thorough customer risk assessments by meticulously reviewing account documentation and identifying potential risks associated with individual customers. - Collaborating closely...

  • Business Analyst

    7 days ago

    Remote, Canada Agriculture Financial Services Corporation Full time

    At AFSC, we want to work with talented people from a wide range of backgrounds. We strive to create a psychologically safe environment where we can all be ourselves and perform to the best of our abilities. We care about each other, about Alberta and about agriculture. We are innovative, knowledgeable, and diverse and love what Albertan agriculture produces...

  • Customs Analyst

    5 days ago

    Remote, Canada THOMPSON AHERN Full time

    _About the Company:_ - Thompson Ahern International is one of Canada’s oldest, established Customs Broker. We offer a wide range of services to our clients and thrive on customer service. By joining our team, we offer competitive salaries and benefits including medical, dental and vision._ - Position Description:_ - The customs analyst is responsible for...

  • Transactions Specialist

    7 days ago

    Remote, Canada eXp Canada Full time

    We are one of the _first all-remote companies_ with 2,000+ team members utilizing our virtual office called eXp World. This role is work-from-anywhere in Alberta._ **Who is eXp?** Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the...

  • Financial Analyst

    6 hours ago

    Remote, Canada Pivotree Full time

    **Reporting to**: VP, Financial Planning & Analysis **Introduction**: Our goal at Pivotree is to help accelerate the future of frictionless commerce. We will help lead this change over the next decade because we believe a future where technology is embedded intimately into all aspects of our everyday lives can benefit everyone and will shape the...

  • SAP Hcm Om/pa Business Analyst

    7 days ago

    Remote, Canada Mphasis Full time

    **Position Title**:SAP HCM OM/PA BUSINESS ANALYST **Location: (Onsite) Canada** SAP HCM OM/PA BUSINESS ANALYST **Job Description**: The SAP Business Analyst will work closely with HR Service Delivery team and other IT Service Delivery Towers to deliver HR solutions and maintaining the work the Agility system. Assist in testing completed programs against...

  • Data Analyst I

    7 hours ago

    Remote, Canada Intelliswift Software, Inc. Full time

    Job Title: Data Analyst I Duration: Longterm Contract Location: Remote Pay Range: $40-$50/hr Intelliswift Software Inc. conceptualizes, builds, and supports the world's most amazing technology products and solutions. Our team of rich experts from diverse backgrounds contributes to making Intelliswift one of the most reliable partners in IT and Talent...