Service Desk Analyst

5 days ago

Edmonton, Canada YARDSTICK TECHNOLOGIES Inc. Full time

**About the Company**
- Y_ardstick Technologies Inc. is a leader in IT outsourcing to small and medium businesses in western Canada. The reason for our success is simple. Build a trusting relationship with our customers by understanding their business as well as they do, implement a technology strategy that supports their growth and then delight our customers with our exceptional service

As a part of our team, you can expect the best compensation package that includes progressive benefits, a strong employer RRSP matching program, and a health and wellness spending account. We care about your well-being and work-life balance, so we also include a work
- from-home plan and a flex-time program. We are heavily invested in your well-being and regularly run seminars and in-house training around important topics like physical, mental, and emotional health and other important topics like sleep and nutrition. Your future, your happiness, and your health are important to us Come work with us

**Position Overview**
As a **Service Desk Analyst, Tier 1, **you will be responsible to maintain our mission critical call coverage and to provide triage support for standard technical problems and requests. You are the starting point for ensuring a world class customer experience.

You are a person who is responsible, self-motivated, detailed oriented, and a good communicator. You have a proven track record of providing excellent customer service and troubleshooting solutions in a busy environment and have experience in the following roles and responsibilities:

- Provide superior customer service to our clients as our front-line support
- Gather customer information to troubleshoot their problem / request
- Record and accurately process all appropriate information on first contact
- Conduct triage on service requests and resolve issues within 15 minutes or escalate to Tier 2
- Follow defined procedures to complete common issues
- Complete user setup and other standard tasks following proper procedures
- Participate in a rotating on-call schedule
- Complete training and certifications required

**Qualifications**
- Post-secondary education in Information Technology
- 1+ years of experience working in customer service
- A passion for technology and drive to learn more every day

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

Pay: $43,000.00-$45,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay
- Overtime pay

Application question(s):

- How many years of customer service experience do you have?
- Are you able to work onsite in Edmonton, Alberta?
- Please list the technical certifications you have completed.

Work Location: In person

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