Service Desk Analyst

You are an outgoing, self-motivated, "people person" with a passion for delivering exceptional customer service. As a strong advocate for small IT service environments, you relish having exposure to a variety of tools, technologies, and customer verticals. You are driven by the success of not-for-profit and charitable organizations and thrive on helping them to be sustainable. This crucial role provides **Tier 2 escalation support to the Service Desk** and provides **on-site support **in the Vancouver downtown core and the Olympic Village areas. You may be required to commute daily to different client locations to address a range of technology needs. **IMPORTANT**: This role primarily involves on-site support; remote support responsibilities are secondary. **Responsibilities**: **1. Escalation Handling and Complex Issue Resolution**: - Handle escalations from Tier I or Tier 2 analysts, addressing more complex networking issues and providing advanced technical support. - Diagnose and troubleshoot complex IT problems, ensuring timely resolution and minimizing client impact. - Tier 2 and 3 team members may be a supporting member for Project Analysts for any Project related work. (not primary) - Provide On Site support to customers **2. Career Development and Skill Enhancement**: - Work alongside the Senior Escalations team to enhance technical skillsets and expand knowledge in networking and advanced IT concepts. - Participate in training sessions, workshops, and mentoring programs to advance your career in IT support. - Proactively seek opportunities for professional growth and stay updated on emerging technologies and industry trends. **3. Ticket Management and IT Issue Resolution**: - Utilize ticket management systems to receive, track, and resolve IT issues efficiently. - Ensure tickets are accurately documented, updated, and resolved within established service level agreements. - Prioritize and manage multiple tickets simultaneously, ensuring timely and effective problem resolution. **4. Training and Documentation**: - Contribute to the development and improvement of training materials and documentation for the service desk team. - Assist in training new team members on technical processes, tools, and best practices. - Share knowledge and provide guidance to peers to foster a culture of continuous learning and development. **5. Customer Service Excellence**: - Provide exceptional customer service by communicating effectively with clients, understanding their needs, and resolving issues promptly. - Manage client expectations and deliver timely updates throughout the resolution process. - Strive to achieve high customer satisfaction levels and build long-term client relationships. **6. Continuous Improvement and Process Enhancement**: - Identify opportunities for process improvement within the service desk, proposing innovative solutions to enhance efficiency and effectiveness. - Actively contribute to team meetings, sharing insights, and collaborating on strategies to drive continuous improvement. - Stay updated on industry best practices and suggest improvements to service delivery methodologies. **Qualifications**: - Post-Secondary Education including a Bachelor's degree in a relevant field; additional technical certifications or advanced degrees are a plus.  - Proven experience (3+ years) in a Tier II or equivalent technical support role, preferably within the IT services industry. - Strong technical knowledge and experience in networking, systems administration, or related areas. - Proficiency in troubleshooting complex IT issues and implementing effective solutions. - Familiarity with ticketing systems and IT service management best practices. - Excellent communication and interpersonal skills, with the ability to interact professionally with clients and team members. - Strong problem-solving and analytical abilities, with attention to detail. - Certifications such as Microsoft MCSA/MCSE, CompTIA Network+, CCNA, or equivalent are advantageous. - Valid Drivers license and own a vehicle. - ITIL certification is desirable. **Job Types**: Full-time, Permanent Pay: $55,000.00-$65,000.00 per year **Benefits**: - Casual dress - Company events - Dental care - Disability insurance - Extended health care - Flexible schedule - Paid time off - Vision care Flexible language requirement: - French not required Schedule: - 8 hour shift - Monday to Friday - Overtime - Weekends as needed **Experience**: - IT support: 2 years (required) Licence/Certification: - Driving Licence (required) **Location**: - Vancouver, BC (required) Work Location: In person