Service Desk Analyst

Job Description

About ESW – IT Business Advisors

ESW-IT is an established IT Consulting Firm providing end-to-end IT services and solutions to small, mid-sized, and enterprise businesses.  At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude

Our Core Values

To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values. 

•  Courageous Spirit - Intentionally moving forward while persevering in a positive manner.
• Servant Heart - Willingness to put others ahead of us while fostering fellowship with co-workers, clients, vendors and community.
• Fun Attitude - Approaching our lives in a way which encourages excitement, passion and enjoyment.

This position reports to: Service Desk, Manager.

Position Highlights

• Service Desk Analyst
• Location: Victoria, British Columbia
• Full time, permanent
• Hours: 9 am – 6pm (After training period)

Core Competencies required for this position

• Client-centered Communication
• Results-oriented
• Collaborative Mindset
• Initiative and Accountability
• Empathetic Engagement

Primary Focus/ Job Description

• Act as the first line of support for all IT-related incidents and service requests via phone, email, and/or ticketing system
• Accurately log, categorize, and prioritize incoming issues using the service desk tool
• Troubleshoot and resolve hardware, software, and network issues for end-users
• Provide support for common enterprise applications (e.g., Microsoft 365, Windows, VPN, remote access tools)
• Escalate unresolved incidents to appropriate support teams in accordance with SLAs
• Follow up with users to ensure issues are resolved and satisfaction is achieved
• Document solutions and contribute to the IT knowledge base and FAQs
• Assist in onboarding and offboarding processes including user account setup and access permissions
• Support mobile devices, printers, and other peripheral equipment
• Adhere to IT service management best practices
• Additional duties as required to support the business or team

Skills and Experience Required

• Post-secondary education in a computer related discipline such as Computer Engineering Technology Diploma
• A+, MS100, and other industry certifications are desirable
• Background in Microsoft based environments with strong desktop skills
• Strong verbal and written English skills
• Ability to communicate clearly with clients by phone, in person, and in writing
• Ability to remain calm and work efficiently in stressful circumstances
• Ability to work well as part of a team
• An appropriate combination of education and experience will be considered

Working Conditions

• This role can be physically demanding at times, requiring the carrying, setting up, and servicing of hardware weighing up to 50 pounds, in a variety of office environments
• The successful candidate must comply with the safety standards of ESW-IT and/or its clients

Contacts

• External clients and vendors
• ESW Leaders, coworkers, and administrative staff 

To apply, click here to apply through Bamboo HR or copy this link into your browser:

In your cover letter, kindly include:

• Salary Expectations
• Where you saw this position advertised
• If you were referred to this position, the name of the ESW co-worker who referred you.

Only applicants eligible to work in Canada will be considered.

Background checks and other assessments are conditions of employment.

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