Service Desk Analyst

**SERVICE DESK ANALYST - TIER III JOB DESCRIPTION**

IT Ideas is seeking a skilled and experienced Service Desk Analyst, Tier III, to join our team. As a Tier III Service Desk Analyst, you will play a crucial role in handling escalations, addressing more complex networking issues, and providing advanced technical support. Your intermediate-level expertise will allow you to work alongside our Senior Escalations team to enhance your skillset and advance your career in IT support. You will primarily focus on resolving IT issues using ticket management processes while also contributing to training and documentation initiatives. Your role will drive value by delivering exceptional customer service, promoting knowledge sharing, and maintaining a commitment to continuous improvement.

**Responsibilities**:
**1. Escalation Handling and Complex Issue Resolution**:

- Handle escalations from Tier II/other Tier 3/Project Analysts, addressing more complex networking issues and providing advanced technical support.
- Diagnose and troubleshoot complex IT problems, ensuring timely resolution and minimizing client impact.

**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.

**Key Measurables**:

- Billing Utilization
- Average Time per Ticket
- CSAT

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

Pay: $65,000.00-$80,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Company events
- Dental care
- Flexible schedule
- Paid time off
- Vision care

Schedule:

- Monday to Friday
- Weekends as needed

**Experience**:

- IT support: 3 years (required)

Licence/Certification:

- Driving Licence (required)

**Location**:

- Vancouver, BC (preferred)

Work Location: In person

Application deadline: 2024-12-09
Expected start date: 2024-12-09