Service Desk Analyst

2 weeks ago

North York, Canada Greenwin Corp. Full time

**Roles & Responsibilities**:

- Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
- Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
- Provides professional, courteous, prompt and accurate support and solutions to users.
- Communicates, analyses and troubleshoots routine user problems and provides proper solutions or remedies.
- Assists other IT technical staff in providing users feedbacks and user statistics.
- Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
- Follows up and communicates ticket information to users when appropriate.
- Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
- Assists with desktop and laptop imagining and installation as needed.
- Follows help desk and departmental guidelines and operating procedures.
- Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge.

**Technical Skill**
- Working experience in Internet troubleshooting and wireless routers
- Knowledge on active directory, domain controllers and good exposure to active directory concepts.
- Troubleshooting experience using remote control tools (example: AnyDesk, TeamViewer)
- Troubleshooting skills and experience in handling MS Office Applications (Outlook, Excel, Word, PowerPoint, etc.)

**Mandatory Skills**
- Knowledge of principles and operations of computer systems and related peripheral equipment
- Ability to analyse and troubleshoot users problems via the telephone
- Ability to maintain knowledge of current technology and able to learn new technology
- Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
- Ability to understand and respond to user questions in an effective and courteous manner
- Ability to convey technical procedures and directions in layman’s terms
- Proficiency with operating systems, including Windows and MacIntosh’s operating systems
- Possess advanced knowledge and understanding of networking and personal computer hardware

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