Service Desk Analyst

3 days ago

Vancouver, Canada ESW IT Business Advisors Full time

**About ESW - IT Business Advisors**

ESW-IT is an established IT Consulting Firm providing end-to-end IT services and solutions to small, mid-sized, and enterprise businesses. At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude

**Our Core Values**

To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values.
- Courageous Spirit - Intentionally moving forward while persevering in a positive manner.
- Servant Heart - Willingness to put others ahead of us while fostering fellowship with co-workers, clients, vendors and community.
- Fun Attitude - Approaching our lives in a way which encourages excitement, passion and enjoyment.

**This position reports to: Taryn McIlmoyle**

**Position Highlights**
- Service Desk Analyst
- Location: Vancouver, British Columbia (Remote)
- Full time, permanent Hours: 9 am - 6pm (After training period)

**Core Competencies required for this position**
- Client-centered Communication
- Results-oriented
- Collaborative Mindset
- Initiative and Accountability
- Empathetic Engagement

**Primary Focus/ Job Description**
- Accurately log, categorize, and prioritize incoming issues using the service desk tool
- Troubleshoot and resolve hardware, software, and network issues for end-users
- Escalate unresolved incidents to appropriate support teams in accordance with SLAs
- Follow up with users to ensure issues are resolved and satisfaction is achieved
- Document solutions and contribute to the IT knowledge base and FAQs
- Assist in onboarding and offboarding processes including user account setup and access permissions
- Support mobile devices, printers, and other peripheral equipment
- Adhere to IT service management best practices
- Additional duties as required to support the business or team

**Skills and Experience Required**
- Post-secondary education in a computer related discipline such as Computer Engineering Technology Diploma
- A+, MS100, and other industry certifications are desirable
- Background in Microsoft based environments with strong desktop skills
- Strong verbal and written English skills
- Clearly communicate with clients by phone, in person, and in writing
- Able to remain calm and work efficiently in stressful circumstances
- Able to work well as part of a team
- An appropriate combination of education and experience will be considered

**Working Conditions**
- This role can be physically demanding at times, requiring the carrying, setting up, and servicing of hardware weighing up to 50 pounds, in a variety of office environments

**Contacts**
- External clients and vendors
- ESW Leaders, coworkers, and administrative staff

**How To Apply**

**Please provide a cover letter, kindly include**:

- Where you saw this position advertised
- If you were referred to this position, the name of the ESW co-worker who referred you.

Only applicants eligible to work in Canada will be considered.

Background checks and other assessments are conditions of employment.

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