Support Desk Analyst

1 day ago

Metro Vancouver Regional District, Canada Fountain Tire Full time

Overview:
**Fountain Tire’s**Information Technology team is looking for a dedicated **Support Desk Analyst** to provide multi-channel support, share knowledge and best practices as well as restore service operations.

**What do we offer?**

- Competitive compensation based on experience: $55,000 - $65,000 per year
- Policies and programs that support a balanced lifestyle
- Discounts for you and your family on tires, parts, and services at all Fountain Tire locations

**Why Fountain Tire?**

- We are a Platinum Member of Canada’s Best Managed Companies
- We are one of the 10 largest independent tire dealers in North America, and recipient of many Customer Service and Best Business Awards
- We continually strive to expand our operations in existing markets, as well as new markets and currently, we have over 170 stores from BC through Ontario

**Functional Responsibilities**:

- Log Incidents for every support contact and capture accurate and thorough notes on each case.
- During the course of troubleshooting, utilize support systems, remote control tools and technical or functional knowledge to resolve customer issues.
- Follow logical question practices with users to clarify issues and help determine root cause.
- Diagnose and resolve basic network/internet related problems.
- Monitor network outages and work with ISPs to create trouble tickets.
- Create, modify and use knowledge articles to speed customer resolutions and provide consistent and reliable support services.
- Complete ongoing training to stay current on new technologies and grow a career path.
- Work with Tier 3s to capture and document issue details that will help speed problem resolution.
- Handle move/add/change requests for users.
- Share knowledge and best practices with peers to help ensure the Support Desk team provides consistent and reliable support services.
- Provide basic support for printers and other office equipment.
- To avoid service interruptions, some work may include: off shift, weekend work and on-call services after normal business hours. Will carry cell phone to facilitate intra-department communications both during and after normal business hours.
- Other duties as required to provide assistance to Desktop Support and Computer Operations.
- Implement and maintain service management strategies that align with the ITIL framework.
- Follow all defined IS Methods (i.e. Change Management, KT Problem Analysis).
- Keep current with relevant industry news, trends and best practices.
- Performance standards will be measured against the Support Desk performance matrix.
- Travel may be required to complete projects.

**The necessary experience, knowledge, skills, and abilities required in the role**:

- Technical certifications or a Diploma in Computer Science and 3 to 5 years experience in a Support Analyst role; a combination of education and experience may be considered
- Extensive proven technical abilities, including logical troubleshooting and problem solving skills
- Excellent communication skills (written and verbal)
- A high degree of customer focus and good attention to detail
- Knowledge of current hardware, software and networking systems, sufficient for resolving issues
- A strong belief and understanding of being a team player in an enterprise environment.
- Ability to multi-task and maintain attention to detail
- Time management and organizational skills
- Preferred experience: Microsoft Office products, Windows OS, Microsoft Dynamics AX

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