Service Desk Analyst

1 week 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.

  • Service Desk Analyst

    4 weeks ago

    Markham, Ontario, Canada Fitzii Full time

    Service Desk Analyst Job DescriptionWe are seeking a highly skilled and motivated Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Provide timely and effective technical support to clients via phone, email, and...

  • Service Desk Analyst

    4 weeks ago

    Markham, Ontario, Canada Fitzii Full time

    Service Desk Analyst Job DescriptionWe are seeking a highly skilled and motivated Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Provide timely and effective technical support to clients via phone, email, and...

  • Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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...

  • Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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 DepartmentAdhere...

  • Service Desk Analyst

    3 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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 DepartmentAdhere...

  • Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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...

  • Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk AnalystWe 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 technical support to our clients, resolving technical issues, and ensuring that our clients receive exceptional service.Key Responsibilities:Provide technical support to clients via...

  • Service Desk Analyst

    3 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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:Provide timely and effective technical support to clients via phone,...

  • Service Desk Analyst

    3 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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:Provide timely and effective technical support to clients via phone,...

  • Service Desk Analyst

    3 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe are seeking a highly skilled and experienced 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:Provide technical support and troubleshooting for a variety of...

  • Service Desk Analyst

    3 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe are seeking a highly skilled and experienced 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:Provide technical support and troubleshooting for a variety of...

  • Service Desk Analyst

    3 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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:Provide technical support and troubleshooting for a variety of...

  • Service Desk Analyst

    3 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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:Provide technical support and troubleshooting for a variety of...

  • Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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...

  • Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    Service Desk Analyst Job DescriptionWe 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...

  • Service Desk Analyst

    1 month ago

    Markham, Ontario, Canada Fitzii Full time

    Job Title: Service Desk AnalystWe are seeking a highly skilled and motivated Service Desk Analyst to join our team. 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 DepartmentAdhere to our...

  • Service Desk Analyst

    1 month ago

    Markham, Ontario, Canada Fitzii Full time

    Job Title: Service Desk AnalystWe are seeking a highly skilled and motivated Service Desk Analyst to join our team. 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 DepartmentAdhere to our...

  • Service Desk Analyst

    1 week 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 DepartmentAdhere to our established...

  • Service Desk Analyst

    2 weeks ago

    Markham, Ontario, Canada PACE Technical Full time

    About the RoleWe are seeking a highly skilled Service Desk Analyst to join our team at PACE Technical. As a key member of our IT support team, you will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide timely and effective technical support to clients via phone, email, and chatResolve...

  • Service Desk Analyst

    4 hours ago

    Markham, Ontario, Canada Black & McDonald Full time

    About this role:Black & McDonald's Corporate Service Group is seeking an analytical and organized professional to fill the Service Desk Analyst position in Markham/Thornhill, ON. As a key member of the Service Desk Team, you will provide day-to-day consultation, training, and troubleshooting to computer users for hardware, software, network, and related...