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IT Service Desk Analyst

5 months ago

Toronto, Canada Upper Canada Forest Products Full time

**Who We Are**: UCS Forest Group is North America’s premier distributor and importer of specialty wood products and decorative surfaces for the architectural woodworking, commercial and residential furniture, and cabinet-making industries. We offer a comprehensive selection of hardwood lumber and softwood lumber, as well as a full line of decorative panels. The quality of our products and service experience is unparalleled. From Toronto to Vancouver and Calgary to Kelowna, we are Delivering the Difference to Canada as Upper Canada Forest Products.

**About the Role**: The IT Service Desk Analyst's role is to ensure proper resolution of issues so that our employees across our North America can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user incident and service requests and escalating incidents when considered appropriate and necessary to maintain expectations set by senior management. Problem resolution involves the use of diagnostic and request tracking tools, as well as a frequent requirement to provide in-person, hands-on help to users across all technology platforms.

**You will be responsible for**:

- Providing excellent customer service across all areas of the business.
- Documenting all pertinent information relating to the incident or service request, including name, department, contact information and nature of the request, problem or issue.
- Contributing to the IT knowledge base and user guide documentation.
- Testing fixes to ensure problems have been adequately resolved.
- Performing post-resolution follow-ups to service requests.
- Adhering to SLAs to manage end user expectations.
- Alerting management to emerging trends in incidents.
- Assisting in software releases and roll-outs and communication to the end users.
- Assisting with end-user training/support, as required

**Skills & Requirements**:

- College diploma or university degree in the field of computer science or equivalent and/or 1-2 years equivalent work experience.
- Knowledge of basic computer hardware, including laptops, desktops, servers, VoIP telephony and mobile devices (ie. iPhone, iPad).
- Experience with desktop and server operating systems, including Windows 10, Office 365, Windows Server 2012/2014, Citrix, Active Directory.
- Application support experience with creating/logging/resolving tickets.
- Exceptional customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks.
- Hard-working with experience working in a team-oriented, collaborative environment