Analyst, Service Desk

1 week ago

Hamilton, Canada Samuel, Son & Co., Limited Full time

Samuel, Son & Co. is growing If you're looking for a rewarding career opportunity with a family run, industry leading organization, bring your experience and motivated attitude to Samuel, Son & Co.

We are seeking a **Bilingual Service Desk Analyst** to join our team in either Laval, QC or Hamilton, ON.

**This is some of what we have to offer**:

- Competitive compensation
- Paid vacation and an annual bonus
- Health, dental and vision insurance
- Pension plan with company match
- Opportunity for fast advancement and career growth

**RESPONSIBILITIES**:

- Ensure systems, software, and mobile devices are up to date through system monitoring and regular upgrades.
- Coordinate incident and request handling processes
- Provide network monitoring
- Provide technical support by phone and remote access as well as walk in support.
- Assessing, prioritizing, and fulfilling user requests and follow up as needed. Familiar with ServiceNow tracking system an asset.
- Provide first level incident and request resolution as first call resolution (FCR) when possible
- Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure)
- Provide accurate description, information, and resolution notes into ticketing system
- Manage Active Directory, BES, and a variety of ERP accounts and services
- Manage users’ expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner to handle.
- Work with team members and other IT members to ensure a consistent level of service
- After Hours support when scheduled (Weekly rotation between members of the Service Desk Team)
- Provide Telephone support using a Cloud based phone system
- Support Hardware and Software installations and configurations as defined by current standardized procedures
- Assist with the development and preparation of various processes and procedures, documentation, and projects.
- Maintain integrity of PC and communications asset management
- Seek opportunities to improve user satisfaction

**QUALIFICATIONS**:

- Post-secondary education in a related field preferred
- Strong communication skills French and English (verbal and written)
- Strong troubleshooting skills
- Understanding of Remote Connectivity (ie. VPN/Bomgar)
- Strong working experience in web-based products and web browsers
- Knowledge of various Windows Operating Systems
- Good phone communication manner
- Customer Service driven
- ITIL 3/4 Certification would be a benefit
- Knowledge and experience using ServiceNow would be an asset
- Strong technical knowledge of IT
- Experience with Microsoft Suite (Excel, Word, Powerpoint)
- Exceptional technical documentation skills
- Ability to present ideas in a user-friendly language
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to configure networked printing and imaging devices
- Ability to troubleshoot both hardware and software issues
- Ability to prioritize and execute tasks in a high-pressure environment
- Ability to work independently and collaboratively
- Excellent written and oral communication skills
- Excellent interpersonal skills
- Exceptional service orientation
- Strongly self-motivated and directed
- Able to work various hours or start times to manage customer support from 7am to 7:30 pm

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off

Schedule:

- Monday to Friday

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