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
  • Collaborate with other departments to optimize operations
  • Assist clients in resolving technical issues as per our customer satisfaction standards
  • Provide problem determination and resolution to a variety of applications
  • 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
  • Document all client problems and resolutions into our internal ticketing system
  • Attend other regular internal/external meetings as required
  • All other duties and responsibilities as assigned by the Service Delivery Manager

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
  • Excellent communication, interpersonal, and active listening skills
  • Professional, proactive, and personable telephone etiquette
  • 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
  • Ability to manage changing priorities effectively and efficiently
  • Strong team player spirit is a must
  • Must be willing to work in a hybrid working environment
  • 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 maintain a highly collaborative culture where doors are always open, ideas are constantly shared, and learning opportunities are abundant. We've cultivated a continuous learning environment by offering course, tuition and certification reimbursement programs for our team.

We are a small, close-knit team in a fun, productive work environment. We enjoy any opportunity to connect with one another, even in a virtual environment. Come join the team at PACE Technical.

What We Offer

This is a full-time, permanent position, offering a salary between $65,000 - $70,000 per year, depending on your experience. We offer a comprehensive group benefits package, employee assistant program (EAP), profit sharing plan, a wellness fund, a home office allowance and other programs to promote the wellbeing of our staff.

You'll work Monday to Friday, 40 hours per week, during standard business hours. This is a hybrid position, meaning you will be required to work in our Markham office as needed, but can also work remotely. In addition, you will be joining our after hours on-call rotation, responding to emergency evening and weekend alerts for one week every 2 months.

A strong, reliable internet connection and access to a car are a must. We have regular virtual meetings through MS Teams, to ensure that our team is always connected and working together.

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