IT Service Desk Analyst

3 days ago

Halifax, Canada ABM Integrated Solutions Full time

**IT Service Desk Analyst**

**Responsibilities**:

- Deliver technical service and support to users via incident management software.
- Interact with end-users to gather information to categorize their request and evaluate and analyze problems and issues.
- Diagnose and resolve technical issues adhering to established processes and procedures.
- Accurately maintain end-user documentation and incident tickets.
- Provide regular communication and follow up to customer’s and end users.
- Manage service requests and incidents in accordance with Service Level Agreements.
- Escalate or redirect incidents and service request as per established procedures.
- Work as a contributing member in a team environment including other technical support teams and external vendors.

**Requirements**:

- Diploma in Computer Service/Support or equivalent combination of formal industry recognized training.
- Experience supporting users and desktop environments in a technical service/help desk environment.
- Experience or familiarity with Incident Management Software.
- Proven proficiency, diligence, and aptitude in a customer facing technical support role.
- Exceptional customer service focus.
- Positive and professional interpersonal skills.
- Independently resolve problems and proactively communicate solutions.
- Ability to manage multiple incidents simultaneously in a fast-paced technical environment.
- Effectively gather, analyze, diagnose, and communicate information.

**Knowledge/Skills**:

- Windows Server administration and maintenance experience.
- Knowledge of LAN/WAN environments and concepts such as TCP/IP, DHCP, DNS, Active Directory.
- Remote Delivery of Applications.
- Computer/software installation, maintenance, configuration, and troubleshooting.
- Experience with Microsoft Office 365 and other Cloud technologies.
- Linux Server experience would be considered an asset.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift

Work Location: In person

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