IT Service Analyst

**Organization Summary** SIRKit is a Managed Service Provider (MSP) established in 2007. We deliver efficient service by focusing on documented, repeatable processes and automation. Our work’s efficiency allows us to deliver significant value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing, and engaging experience, and every person on our team is responsible for maintaining that experience. Our mission is to build long-term relationships, be accountable, and protect our partners. We expect all our employees to live our values: - **Security First **- Protecting you; above everything else. - **Live Honestly **- Authentic personalities and honest advice. - **Accountable **- We keep our commitments and stand behind our work. - **Kaizen **- Dedicated to continuous improvement. - **We F**ing Care **- Passionate service that demonstrates commitment to our team, clients, and business partners. **What's great about SIRKit?** SIRKit provides an inclusive environment of like-minded technology professionals working towards a common goal. We put service ahead of sales, as our company was built by and is still run by technicians; our leadership team is entirely composed of former technicians. We pride ourselves on hiring the best, compensating fairly, and having fun on the job. We don’t compromise on technology or security and always ensure we provide the best solutions. We hire and train before we grow, so we’re not playing catch up. We embody the Kaizen mindset, and we’re always willing to do the work to improve and solve issues. Additionally, we provide the following **great benefits **to our team: - Three weeks of vacation starting and four weeks after three years - Six personal days per year - Free lunch every Friday - Friday Happy Hour - 1.5x paid overtime - Open pay bands, accountability, and growth options - Paid training and certifications - Fun social events - Leave 2 hours early before long weekends to beat the traffic **Don’t take our word for it**; here’s some feedback from our team: **Compliance Analyst, 4 years with SIRKit**: SIRKit is very open to feedback. Everyone's opinions matter and if there's a process that can be improved, we don't get caught up in months of discussions and approvals from higher-ups. We can go from an idea in an L10 meeting one week to having it fully implemented the next week. **Service Dispatcher, 1 year with SIRKit**: SIRKit Management cares about their employees. SIRKit created a fun, inclusive work environment for all to grow and learn in. **Service Technician, 1 year with SIRKit**: Coffee trips and lunches bought for the office along with the social events **vCIO, 6 months with SIRKit**: What's great about SIRKit? - What's not great about SIRKit How everyone cares about providing solution-based services and not break-fix. How the culture is very supportive and close "family". Everyone is out to help each other, and we all work towards a common goal. **Job Summary** Reporting to the Service Manager, the IT Service Analyst reacts to clients experiencing technical problems and will be involved in various activities, including basic and advanced incidents, change requests, and security response. The position is heavily focused on providing exceptional customer care and solving client issues promptly and courteously. IT Service Analysts work as a member of the service team in a fast-paced environment to ensure that clients’ needs are met promptly and professionally. Most tasks are performed from the office using remote tools, but on-site work at client offices inside and outside of Edmonton is required occasionally and in times of emergency. **Job Duties and Responsibilities** **Client Contact and Problem Identification** - Answer incoming requests from clients and solve their issues live with a focus on first call resolution - Maintain a healthy ticket queue and communicate with clients to ensure the issue or request is thoroughly understood and prioritized effectively - Assess the issue or request presented by the client, identify actual or potential causes, and assist with remediation - Communicate appropriately with clients and provide valuable updates on their tickets - Identify trends to mitigate potential widespread issues or prevent rework - Escalate issues appropriately within the Service Desk team **Client Assistance/Problem Resolution** - Assist team members with keeping the overall ticket queue healthy and under control - Prioritize work appropriately based upon urgency, importance, the time required, etc. - Follow the core ticket procedures to ensure a consistent response is given to each incident - Add, remove, configure, deploy, and support user accounts, mailboxes, computers, and mobile devices - Add, remove, configure, deploy, and support servers, networking equipment, and other infrastructure - Install, configure, and support client-server software for a variety of platforms - Pr