Tech Support Analyst

3 weeks ago

Toronto, Canada OxburyGroup.com Full time

**Technical Support Analyst - Remote - Toronto GTA**

**Oxbury Group is looking to hire a Technical Support Analyst **to support our GTA based Service Desk working to defined SLA's providing first point of contact to OG customers, employees and business partners for all IT and Administrative issues. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner. Technical help support internal and external customer issues, help rectify them, Monitor and escalate all incidents according to agreed service levels using excellent communication skills to keep internal and external users informed of status and progress.

**What your day will look like**:

- Answer the incoming tickets, resolve and or transfer accordingly
- Carry out general administrative duties for day to day IT operations
- Record and deal directly with user calls and queries using our IT Service Desk support software.
- Develop and document technical solutions and reporting solutions and procedures along with IT related process and procedures to improve efficiency.
- Manage tickets through their lifecycle and give regular progress reports to management and the end user.
- Liaise with suppliers, internal and external customers in a professional manner and according to relevant support agreements
- Support and maintain good relationships with other colleagues
- Work to deadlines and respond in a flexible way to the changing demands of the department and the business
- Support franchise critical systems with proactive monitoring alerts to ensure that service delivery performance degradation are picked up before the customer becomes aware.
- Enter common technical faults in the Knowledge Base
- Provide initial assessment of all incidents and adhere to SLA's and ITIL methodology
- Build up a technical knowledge base library, to help towards in departmental training

**About you**:

- Dynamic personality with a flexible working approach, both to work content and hours of working. We own our client's issues to the end. We are different. We don't quit until an issue is fully fixed.
- Ability to manage a diverse and demanding portfolio of activities
- Whilst working to team goal, you will have the ability to work alone and prioritise workload effectively
- Team worker, outgoing with a good sense of humour, we live and die by our relationships with each other and our clients. This is a very close team.
- Ability to promote the image of the Service Desk within the organisation through enthusiasm commitment and a desire to solve issues in a quick and timely manner
- To be logical and systematic in the diagnosis in the problem management environment of the Service Desk looking for trends and root cause analysis
- The ability to support and maintain good relationships with all colleagues, providing a professional approach at all times
- An excellent spoken manner with strong interpersonal skills at a range of operational levels
- Excellent written, verbal and presentation skills with the ability to articulate a directive accurately in English (French would be an asset but not required)
- Excellent organisational skills with a high level of attention to detail
- Demonstrable experience or understanding of a technical customer service/helpdesk environment and proven analytical ability in troubleshooting in a technical support environment.
- Sound IT skills in Microsoft Office, and its suite of tools but you will get more experience in all things IT.
- Fluent in English is essential
- Legally authorized to work in Canada
- Have at least 1-2 years of experience at a helpdesk.

**You might also have**:

- ITIL Foundations (not required but an asset)
- Previous experience in a Service Desk Environment
- Experience using remote desktop support i.e., TeamViewer, RMM tools etc
- A desirable level of education ideally in IT focused study, certs or experience can be substituted.
- Certification in Microsoft I.T qualifications (most beneficial)

There is room for career growth, and we want you to feel like part of the team We do not want a fly by night employee. This is a long term commitment to grow within our company. We are looking for the right person. Someone willing to learn on the job and expand on that knowledge within the team and grow with us to higher roles in the direction you want your IT career to go. We do security, infrastructure, support and IT operational management.

**Salary**: $45,000.00-$50,000.00 per year

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

COVID-19 considerations:
You are working from home 90% of the time. If you have Covid, stay there until your ok. We don't go onsite that much so it's not really a concern.

**Experience**:

- IT support: 2 years (preferred)

**Language**:

- English (required)

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