Service Desk Analyst

2 weeks ago

Orillia, Canada eCapital Full time

Reporting to the Service Desk Manager, the **Service Desk Analyst** will provide Tier 1 (and occasionally Tier 2) support to the internal customers within the eCapital environment including remote users. As the first line of IT support, you will be responsible for analysis, diagnosis and resolution of support requests by documenting issue severity and utilizing standard procedures to resolve issues related to desktop, laptop, servers, printers, mobile devices, telephony, and related equipment. You will provide end-user support administration in; moves, adds, changes, problem resolution, hardware, and software installations/upgrades, patch management.

**Responsibilities and Duties**
- Act as a representative of the technical services team, supporting an environment of 800+ users throughout the US and Canada using Windows and MAC OS.
- Conduct timely problem determination for incidents using documented procedures, trouble shoots, resolves and/or escalates problem tickets and service level request.
- Maintain a high degree of customer service, taking ownership of user incidents, following up with the status of problems and communicate progress in a timely manner.
- Facilitate closure to problem tickets/service requests while meeting or exceeding defined service level expectations

**Skills and Abilities**
- Provide clear, concise information through written and verbal communication
- Excellent organizational skills and detailed oriented
- Acquire and maintain current knowledge of relevant product/service offerings
- Support policies to provide technically accurate solution to customer
- Ability to create SOP’s (Standard Operating Procedures) for troubleshooting

**Qualifications**
- 3 - 5 years experience in a Windows & MAC environment and/or call center or service desk experience.
- Experience with RDP, Active Directory, Solarwinds Service Desk, O365 Suite, telephony.
- Basic User & Security Group Active Directory administration: creating user accounts, reset passwords, create groups, etc.
- Certified in A+ or Network preferred
- ITIL Foundations certification preferred
- MCP certification preferred
- Incident Management experience - managing issues including business expectations and communication
- Deeply passionate about helping others
- Great listener and communicator
- Motivated self-starter with excellent work ethic and team first attitude

*Please note, this job requires in-office presence. The position cannot be occupied remotely.*

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