Service Desk Analyst

1 week ago

Edmonton, Canada YARDSTICK TECHNOLOGIES Inc. Full time

**About the Company**

Yardstick Technologies was founded to be the market leader in IT outsourcing to small and medium businesses in Western Canada. Through building relationships and an understanding of their needs, we help businesses make smart decisions with their technology to help them further their business strategy.

At Yardstick, the way we work with others and conduct our business is based on our core values; listen, excellence, care, simplify and celebrate. We work hard to provide excellent service to our customers, and we make sure to have the best time doing it. A core focus of our business is to support the happiness, personal and professional growth of our people. At Yardstick, you are more than an employee. You are part of a team and a family that works hard and plays hard. We invest a lot in our social time and quality experiences for our team. As a part of our team, you can expect a competitive compensation package, an environment that promotes your personal and professional growth and the ability to make a difference in the community. Come work with us

With recent substantial growth, we are in need of a **Service Desk Analyst, Tier 2**

**Position Overview**
As a **Service Desk Analyst, Tier 2**, you will be responsible for delivering a positive customer experience by ensuring that the client service level commitments are completely met or exceeded. This is an individual who takes pride in prioritizing and closing service tickets within the service team while maintaining a high satisfaction to clients by resolving most issues escalated to you.

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:

- Manage service tickets and provide resolution for escalated service tickets within our processes.
- Manage personal service ticket queue ensuring service requests are resolved with proper ticket prioritization and management.
- Complete change and incident request tickets
- Work with vendors to complete service requests
- Diagnose and resolve advanced issues.
- Effective time management and time tracking
- Understand and follow Yardstick service operational standards, processes and best practice.
- Participate in a rotating on-call schedule.
- Complete training and certifications required.

**Qualifications**
- Post-secondary education in Information Technology
- 3+ years of experience working within IT
- 3+ years of experience working with Windows Server Technologies
- 3+ years of experience with Domains, GPO’s and Active Directory
- 3+ years of experience working in a help desk environment.

Work remotely
- No

Pay: $52,000.00-$68,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Wellness program
- Work from home

Schedule:

- 8 hour shift

Work Location: In person

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