Service Desk Analyst

2 weeks ago

Markham, Ontario, Canada PACE Technical Full time
Service Desk Analyst Job Description

We are seeking a highly skilled and motivated Service Desk Analyst to join our team at PACE Technical. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Participate in the day-to-day operations within the Service Desk Department
  • Adhere to established Service Desk processes, procedures, and policies
  • Complete service requests for new user creations, deactivations, and other setups
  • Provide assistance and support to the Service Desk Team whenever possible
  • Evaluate and resolve technical issues in a timely and efficient manner
  • Collaborate with other departments to optimize operations
  • Document all client problems and resolutions into our internal ticketing system
  • Attend regular meetings and training sessions to stay up-to-date on the latest technologies and best practices
Requirements:
  • Post-secondary diploma or bachelor's degree in Computer Science/Information Technology; and/or previous experience working within the IT industry
  • Previous experience working with a Managed Service Provider is preferred
  • Experience troubleshooting Level 2 technical tickets is required
  • Previous customer support experience is an asset
  • Advanced MS Office and technical skills
  • Excellent communication, interpersonal, and active listening skills
  • Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
  • Ability to solve problems independently, effectively, and efficiently
  • Ability to multi-task and work under tight deadlines
What We Offer:
  • A comprehensive group benefits package
  • Employee assistant program (EAP)
  • Profit sharing plan
  • Wellness fund
  • Home office allowance
  • Opportunities for professional growth and development

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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