Service Desk Analyst

About Us:

At eCapital, we are on a mission to ignite growth and empower businesses across North America and the U.K. by accelerating their access to capital. Our expertise and forward-thinking technology create customized, cutting-edge solutions for clients in over 80 industries. We are proud to have been named to the prestigious Inc. 5000 Fastest Growing Company list in 2023, recognized as a 'Great Place to Work' by the Secured Finance Network, and celebrated as a 'Most Innovative Company' by ABF Journal; all thanks to our dynamic team who are the cornerstone of our success.

To continue to innovate and find better solutions for our company and clients, we need bright minds, enthusiastic advocates, and savvy industry professionals. By joining our team, you will have the opportunity to unleash your potential, challenge yourself, and experience a rewarding culture with competitive salaries and unique employee benefits.

Are you ready to make an impact and help us shape the future of finance?

The Role:

Reporting to the Service Desk Manager, the Service Desk Analyst will provide Tier 1 (and occasionally Tier 2) support to the internal customers within the eCapital environment including remote users. As the first line of IT support, you will be responsible for analysis, diagnosis and resolution of support requests by documenting issue severity and utilizing standard procedures to resolve issues related to desktops, laptops, servers, printers, mobile devices, telephony, and related equipment. You will provide end-user support administration in; moves, adds, changes, problem resolution, hardware, and software installations/upgrades, patch management.

Responsibilities and Duties

• Act as a representative of the technical services team, supporting an environment of 800+ users throughout the North America & UK using Windows 10, Windows11 and MacOS.

• Provide Tier 1 Service Desk support for problems and service requests related to hardware, software, network, and application support.

• Conduct timely problem determination for incidents using documented procedures, troubleshoots, resolves and/or escalates problem tickets and service level request.

• Document all support activities in the ticketing system, following up on open cases and escalating as necessary.
• Maintain a high degree of customer service, taking ownership of user incidents, following up with the status of problems and communicate progress in a timely manner.

• Provide basic in-house training to customers of MS Office applications, phone systema, and other applications.

• Facilitate closure to problem tickets/service requests while meeting or exceeding defined service level expectations

• Ability to lift and move equipment weighing up to 50 lbs as part of on-site support and desk move activities.
• Ensure equipment moves are completed securely and efficiently.

Skills and Abilities

• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Provide clear, concise information through written and verbal communication
• Excellent organizational skills and detailed oriented
• Acquire and maintain current knowledge of relevant product/service offerings
• Support policies to provide technically accurate solution to customer
• Ability to create SOP's (Standard Operating Procedures) for troubleshooting
• Demonstrated ability to work both independently and as part of a team.

Qualifications

• 3 - 5 years experience in a Windows 10, Windows 11 & MAC environment and/or call center or service desk experience.
• Experience with RDP, Active Directory, Solarwinds Service Desk, O365 Suite, telephony.
• Basic knowledge of networking concepts (LAN, Wi-Fi, VPN).
• Basic User & Security Group Active Directory administration: creating user accounts, reset passwords, create groups, etc.
• Certified in A+ or Network preferred
• ITIL Foundations certification preferred
• MCP certification preferred
• Incident Management experience – managing issues including business expectations and communication
• Deeply passionate about helping others
• Great listener and communicator
• Motivated self-starter with excellent work ethic and team first attitude

*Please note, this job requires in-office presence. The position cannot be occupied remotely.*

We Bring:

• Competitive Compensation
• Annual Bonus Incentives
• Vacation & Sick Time
• Health, Dental, and Life Benefits
• RRSP Matching
• Abundant professional development opportunities at a growing and thriving Fintech company

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