Business Analyst for IT Operations
4 days ago
At T-Net British Columbia, we're on the lookout for a skilled Business Analyst to join our IT Operations team. This is an exciting opportunity to work with our innovative technology and make a real impact on how organizations make decisions.
Job SummaryWe're seeking an IT Operations Analyst with a strong analytical mindset, excellent communication skills, and a passion for problem-solving to provide fast and reliable support and service for our internal teams based in Vancouver, Toronto, Berlin, and remotely.
Key Responsibilities:- Providing Tier 1 & 2 support via phone or remote control to assist on a variety of hardware and software issues including hardware/operating system support, peripheral devices, communication problems, application support, basic network support issues, and system access issues.
- Performing centralized administration duties such as setting up new Network/email accounts, password resets, and changing access levels in various applications/drives. Supporting collaboration tools such as G Suite (Drive, Docs, Gmail), Slack, Jira/Confluence, etc.
- Using appropriate communication skills and questioning techniques to assess customer needs in a timely manner.
- Maintaining and documenting system procedures and processes.
- Providing follow-up client contact to ensure satisfactory resolution of requests and to solicit input concerning the need for support services.
- Post-secondary education and minimum 1+ years experience in a technical-focused Service Desk, Helpdesk or Desktop environment dealing with hardware & software issues.
- Extensive knowledge of desktops, laptops, printers, mobile devices, and all peripherals including audio/video devices.
- Exceptional ability to support Mac and Linux operating systems.
- Experience using an IT Service Management tracking system such as ServiceNow is an asset.
- Customer service or Service Desk certification training is an asset.
- Knowledge of ITIL Foundations is an asset.
We believe in a 'people-first' approach to business strategy. Our innovative technology transforms the way that organizations make decisions, allowing them to elevate their employees and drive better business outcomes. We're on an exciting new chapter in our growth story and are looking for talented individuals who can help us grow, evolve, and win.
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