Service Desk Analyst

4 weeks ago

Markham, Ontario, Canada PACE Technical Full time

Job Summary:

We are seeking a highly skilled 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 our 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
  • Escalate client issues to the Service Delivery Manager if need be
  • Assist clients in resolving technical issues as per our customer satisfaction standards
  • Achieve or exceed all measurable Key Performance Indicators (KPI)
  • Attend regular 15-minute huddles with the Service Desk team to review tickets and discuss any areas of concern
  • Participate in after-hours on call and/or on call escalation rotations as assigned

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
  • Previous experience working with Office 365, Azure, and Cloud-Based systems is an asset
  • Previous experience working with IT security, Citrix/Terminal Servers, and Cloud-Base Systems is an asset
  • Previous experience working with various legal software/applications, such as Worldox, Amicus Attorney, WordLX, Primafact, etc., is an asset
  • Advanced MS Office and technical skills
  • Professional, proactive, and personable telephone etiquette
  • Must be willing to attend the office or client worksites in-person when required

About PACE Technical:

PACE Technical has been officially recognized as a Great Places to Work in Canada each year since 2017. We've cultivated a continuous learning environment by offering course, tuition and certification reimbursement programs for our team. We enjoy any opportunity to connect with one another, even in a virtual environment. Come join the team at PACE Technical.

What We Offer:

  • A comprehensive group benefits package
  • Employee assistant program (EAP)
  • Profit sharing plan
  • Wellness fund
  • Home office allowance
  • Other programs to promote the wellbeing of our staff

How to Apply:

We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities. If we can make this easier through accommodation in the recruitment process, please contact us using the "Help" button.

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