Service Desk Analyst

3 weeks ago

Markham, Canada BGIS Full time

Who We Are

SUMMARY

KEY DUTIES & RESPONSIBILITIES
- Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve issues efficiently.
- Documents relevant issues and resolutions to ensure recurring problems are identified.
- Logs support calls into the call tracking system to ensure accurate documentation is completed.
- Provides training for new employees to ensure systems, processes and procedures are uniformly utilized in the department.
- Identify recurring problems and report them to the relevant support teams, and provide necessary workarounds, fixes, and resolutions to the clients
- Assist with maintaining Incident and End User Request Management process
- Maintain responsibility for off hours support (24/7) on a rotating schedule
- Occasional participation in project/assignment work may be required and must be accomplished in addition to main responsibilities as call-takers
- Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
- Monitor call volumes and queue wait times to ensure customers are being serviced within the department ASA
- Prioritizes urgency to ensure business impact is minimized.
- Respond to Team Leader requests for priority issues and provides resolutions accordingly to minimize impact on the business. These priority issues requests must be accomplished in addition to main responsibilities as call-takers

EDUCATION REQUIREMENTS
- Community college diploma or equivalent training and hands-on experience
- Additional courses in, or knowledge of Microsoft Office and LAN/WAN procedures would be an asset

JOB-RELATED EXPERIENCE
- Minimum of 2-3 years of experience in a Service Desk environment, or equivalent hands-on experience, training and education, as well as hands-on technical support experience in a Windows environment

KNOWLEDGE & SKILLS
- Excellent customer service, communication and analytical skills
- Bilingual in English and French (both written and verbal)
- Experience with service desk software (LANDesk) an asset
- Problem identification and root cause analysis
- Ability to organize and prioritize work in a fast-paced, changing environment
- Strong analytical, communication, and customer interfacing skills
- Work well in a busy team, being quick to learn and able to deal with a wide range of issues
- Strong communication and customer service skills
- Be Inquisitive and analytical, always looking for things that can lead to systems outages
- Be flexible, creative and resourceful, able to “connect the dots”
- Be a great communicator with the ability explain issues to clients with a wide variety of experience and confidence with technology quickly and concisely

Licenses and/or Professional Accreditation
- CompTIA + or working towards certification

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

LI-HG
LI-Onsite

  • Service Desk Analyst

    3 weeks ago

    Markham, Canada Black & McDonald Limited Full time

    **ABOUT THIS CAREER OPPORTUNITY** Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is located in Markham/Thornhill, ON and typically reports directly to the...

  • IT Service Desk Analyst

    6 days ago

    Markham, Canada Quanta Technology Full time

    **Quanta Technology** is an independent technology, consulting, and testing company providing business and technical expertise along with advanced methodologies and processes, to utilities and others in the power and energy industries. Our mission is to provide unparalleled value to our clients in every engagement across the value chain by using advanced...

  • Service Desk Analyst

    1 week ago

    Markham, Canada Black & McDonald Limited Full time

    ABOUT THIS CAREER OPPORTUNITY Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the...

  • Service Desk Analyst

    2 weeks ago

    Markham, Canada Black & McDonald Limited Full time

    **ABOUT THIS CAREER OPPORTUNITY** Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is located in Markham/Thornhill, ON and typically reports directly to the...

  • Service Desk Analyst

    6 days ago

    Markham, Canada Black & McDonald Full time

    ABOUT THIS CAREER OPPORTUNITY Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the Service...

  • Bilingual Service Desk Analyst

    2 weeks ago

    Markham, Canada Black & McDonald Limited Full time

    ABOUT THIS CAREER OPPORTUNITY Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly...

  • Bilingual Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada Black & McDonald Limited Full time

    ABOUT THIS CAREER OPPORTUNITYBlack & McDonald's Corporate Service Group is growing If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the...

  • Bilingual Service Desk Analyst

    4 weeks ago

    Markham, Canada Black & McDonald Limited Full time

    ABOUT THIS CAREER OPPORTUNITY Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the...

  • Bilingual Service Desk Analyst

    4 weeks ago

    Markham, Canada Black & McDonald Limited Full time

    ABOUT THIS CAREER OPPORTUNITY Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the...

  • Bilingual Service Desk Analyst

    1 month ago

    Markham, Canada Black & McDonald Full time

    ABOUT THIS CAREER OPPORTUNITY Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to...

  • Bilingual Service Desk Analyst

    4 weeks ago

    Markham, Canada Black & McDonald Full time

    ABOUT THIS CAREER OPPORTUNITY Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to...

  • IT Service Desk Analyst

    2 months ago

    Markham, Canada Sienna Senior Living Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Service Desk Analyst

    3 weeks ago

    Markham, Canada Pathway Communications Full time

    Education: Bachelor's degree - Experience: Experience an asset - or equivalent experience **Work setting**: - Help desk **Tasks**: - Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced - Consult user guides, technical manuals and other documents to research and implement...

  • Service Desk Analyst

    5 days ago

    Markham, Canada Pathway Communications Full time

    Education: - Expérience: **Education**: - Bachelor's degree - or equivalent experience **Work setting**: - Help desk **Tasks**: - Respond to users experiencing difficulties with computer - Consult user guides, technical manuals and other documents to research and implement solutions - Provide advice and training to users in response to identified...

  • Service Desk Analyst

    3 weeks ago

    Markham, Canada Pathway Communications Full time

    Durée de l'emploi: Permanent - Langue de travail: Bilingue - Heures de travail: 37.5 to 40 hours per week - Education: - Expérience: **Education**: - Bachelor's degree - or equivalent experience **Work setting**: - Help desk **Tasks**: - Respond to users experiencing difficulties with computer - Consult user guides, technical manuals and other...

  • Service Desk Analyst

    3 weeks ago

    Markham, Canada BGIS Full time

    **Who We Are** **We are looking to have a full-time bilingual (French/English) Service Desk Analyst to join our team! This position will involve working hybrid from our head office in Markham, ON** **SUMMARY** **KEY DUTIES & RESPONSIBILITIES** - Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve...

  • service desk analyst

    2 weeks ago

    Markham, Canada Pathway Communications Full time

    Work Term: PermanentWork Language: BilingualHours: 37.5 to 40 hours per weekEducation: Bachelor's degreeExperience: Experience an asset or equivalent experienceWork settingHelp deskTasksRespond to users experiencing difficulties with computerConsult user guides, technical manuals and other documents to research and implement solutionsProvide advice and...

  • service desk analyst

    2 weeks ago

    Markham, Canada Pathway Communications Full time

    Durée de l'emploi: PermanentLangue de travail: BilingueHeures de travail: 37.5 to 40 hours per weekEducation: Expérience: EducationBachelor's degree or equivalent experienceWork settingHelp deskTasksRespond to users experiencing difficulties with computerConsult user guides, technical manuals and other documents to research and implement solutionsProvide...

  • IT Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada Extendicare Full time

    Job Description:Under the supervision of the Manager, IT Services, the duties and responsibilities of the IT Service Desk Analyst include but are not limited to, the following.Job Description and Responsibilities: Provide firstlevel technical support to endusers, troubleshooting hardware and software issues, resolving technical problems, and escalating...

  • IT Service Desk Analyst

    5 days ago

    Markham, Canada Extendicare Full time

    **Job Description**: Under the supervision of the Manager, IT Services, the duties and responsibilities of the IT Service Desk Analyst include but are not limited to, the following. Job Description and Responsibilities: - Provide first-level technical support to end-users, troubleshooting hardware and software issues, resolving technical problems, and...