Service Desk Analyst
2 weeks ago
**About the Company**
Yardstick Technologies was founded to be the market leader in IT outsourcing to small and medium businesses in Western Canada. Technology can be either a competitive advantage or a difficult challenge for SMB’s depending on how they approach IT. Our purpose is to help your business make smart decisions that leverage technology to further your business strategy. We believe that technology choices can help your business “WIN” and that just having technology superiority is not a strategy by itself but part of a company’s greater vision.
Founded in 2008, our portfolio of fixed-fee services includes fully and hybrid managed IT solutions, cloud computing/infrastructure as a service, Backup and Disaster Recovery, IT strategy and Consulting and Professional Services.
Your Information Technology can and should be managed in a better way; many small businesses are being underserved and, as a result many continue to look to Yardstick Technologies to be their trusted partner.
You are more than just an employee. You are part of a team that works hard, plays hard, and makes a difference in our community. We offer a very competitive compensation package, and we not only reward you financially but give you challenging assignments and a supportive work environment which promotes your personal and professional growth.
**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
**Benefits**:
- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match
Schedule:
- 8 hour shift
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