Service Desk Analyst

2 days ago

Markham, Canada BGIS Full time

**Who We Are**

**SUMMARY**

**KEY DUTIES & RESPONSIBILITIES**
- Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve issues efficiently.
- Documents relevant issues and resolutions to ensure recurring problems are identified.
- Logs support calls into the call tracking system to ensure accurate documentation is completed.
- Provides training for new employees to ensure systems, processes and procedures are uniformly utilized in the department.
- Identify recurring problems and report them to the relevant support teams, and provide necessary workarounds, fixes, and resolutions to the clients
- Assist with maintaining Incident and End User Request Management process
- Maintain responsibility for off hours support (24/7) on a rotating schedule
- Occasional participation in project/assignment work may be required and must be accomplished in addition to main responsibilities as call-takers
- Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
- Monitor call volumes and queue wait times to ensure customers are being serviced within the department ASA
- Prioritizes urgency to ensure business impact is minimized.
- Respond to Team Leader requests for priority issues and provides resolutions accordingly to minimize impact on the business. These priority issues requests must be accomplished in addition to main responsibilities as call-takers

**EDUCATION REQUIREMENTS**
- Community college diploma or equivalent training and hands-on experience
- Additional courses in, or knowledge of Microsoft Office and LAN/WAN procedures would be an asset

**JOB-RELATED EXPERIENCE**
- Minimum of 2-3 years of experience in a Service Desk environment, or equivalent hands-on experience, training and education, as well as hands-on technical support experience in a Windows environment

**KNOWLEDGE & SKILLS**
- Excellent customer service, communication and analytical skills
- Bilingual in English and French (both written and verbal)
- Experience with service desk software (LANDesk) an asset
- Problem identification and root cause analysis
- Ability to organize and prioritize work in a fast-paced, changing environment
- Strong analytical, communication, and customer interfacing skills
- Work well in a busy team, being quick to learn and able to deal with a wide range of issues
- Strong communication and customer service skills
- Be Inquisitive and analytical, always looking for things that can lead to systems outages
- Be flexible, creative and resourceful, able to “connect the dots”
- Be a great communicator with the ability explain issues to clients with a wide variety of experience and confidence with technology quickly and concisely

**Licenses and/or Professional Accreditation**
- CompTIA + or working towards certification

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

LI-Hybrid

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