Service Desk Analyst

**JOB DESCRIPTION -Service Desk Analyst**

**Work Schedule**:
**Wednesday - Friday (4:00pm - 12:00am) & Saturday & Sunday (8:00am - 4:00pm)**

**SCOPE**
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician, when required.
- Record, track, and document the service desk incident-solving process, including all successful and

unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.

**EDUCATION/EXPERIENCE/SKILLS/COMPETENCIES**
- College Diploma or equivalent experience.
- Experience working in a warehouse environment is a strong asset.
- Experience in working in an IT Help Desk support setting is an asset.
- Experience working with Microsoft products/operating systems.
- Expertise troubleshooting issues related to computer hardware, laser printers, label printers, and RF guns.
- Experience with SQL Language an asset.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Knowledge of basic computer hardware, including Printer, Scan Guns, and Networking.
- Working knowledge of a range of diagnostic utilities, including Kaseya, What’s Up Gold, Cisco Duo.
- Experience with desktop and server operating systems.
- Familiarity with the fundamental principles of ITIL.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code; Domain Logistics will provide reasonable accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment process, please inform Human Resources of the nature of any accommodation(s) that you may require._

**Job Types**: Full-time, Permanent

**Salary**: $60,000.00-$65,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Evening shift
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Guelph, ON N1C 0A8: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person