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Analyst, Service Desk

3 weeks ago

Laval, 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**

  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care

Schedule

  • Monday to Friday