IT Service Desk Analyst

4 weeks ago

Vancouver, Canada Tecnet Canada Inc Full time

**About the Company**

**Job Overview**

Tecnet is looking for an individual to work with our Service Desk Team. The successful applicant has a customer service focused attitude, clear english communication skills, takes pride in accuracy and is a team player. A minimum of 3 years of Service Desk experience is required. Although this is a remote position, you are representing Tecnet Canada and as such the expectation is that you will always present in a professional manner while at work both over the phone and on video calls.

**Skills required**
- Post-secondary technical certificate, diploma or applicable experience
- A+ certification or equivalent experience
- MCSA or MCP certifications desired but not required
- Solid experience in using and modifying TCP/IP and other networking technologies
- Excellent knowledge of the principles, methodologies, tools, and techniques utilized in providing technical desktop support.
- Genuine working knowledge and experience with Microsoft Windows operating systems, MacOS and Linux
- Excellent customer service skills
- Ability to prioritize and manage time efficiently
- Ability to work independently as well as part of a team
- Demonstrate respectful written and verbal communication skills in clear english
- Bilingual (French/English) is considered an asset but not required
- Solid understanding of confidentiality and other professional codes of conduct
- Must pass criminal record check (CPIC)

**Responsibilities**
- Provide first response for client service requests ensuring a courteous, timely, and effective outcome
- Respond to escalated tickets from clients
- Demonstrate proactive service management and prioritization of service request queue and escalation
- Triage call queue and prioritize calls based on SLA (Service Level Agreements) or urgency
- Provide timely communication with end users on ticket updates and status
- Support Windows 10 and Mac OS desktop operating systems
- Troubleshoot hardware devices such as printers, telephones, video conferencing units, and other peripheral devices
- Troubleshoot software issues and perform software upgrades
- Diagnose and resolve minor network issues (e.g., WAN/LAN, Wireless, and VPN access)
- Demonstrate respectful written and verbal communication skills in clear english
- Keep regular communication with supervisor on any issues, challenges or escalations
- Keep regular and accurate record keeping of activity in the Tecnet Service Management tools
- Assist other teammates with calls as needed
- Collaborate with other Service delivery teams to ensure end-to-end customer satisfaction is achieved on all activity
- Follow deployment guidelines and project plans on projects of varying types for system upgrades or new deployment projects

While we appreciate all who apply, only those qualified will be contacted for an interview

**Salary**: $48,000 - $52,000

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

**Benefits**:
Vision care

Dental care

Extended health care

Paid medical and vacation time off

RRSP

**Schedule**:
8 hour shift

Monday to Friday

Supplemental pay types:
Overtime pay

**Work Location: Remote**

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

**Salary**: $45,000.00-$48,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

Work Location: Remote

Application deadline: 2023-05-17
Expected start date: 2023-05-22

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