Service Desk Analyst

6 months ago


Vaughan, Canada CAA Club Group Full time

Position Details

What you will do:

Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident, and problem escalation. Identify, investigate, and resolve PC, Laptop, Mobile Device and Printer problems. Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity, and data recovery. Educate users on how to use systems and applications more efficiently. Document and maintain Service Desk procedures. Various projects as assigned by Management. Work rotational weekend and evening shifts as required.


Who you are:

Post-Secondary education or Diploma in computer science or Information Technology A minimum of two years’ experience within a customer service-oriented Information Technology environment including in-depth experience in providing technical support and quality customer service Strong written and oral communication skills Excellent time management, analytical and problem-solving skills Ability to work effectively and productively within a team environment. Knowledge of ticketing management systems Knowledge of PC, laptop, iPhone and printer hardware and software Proficient in MS Office (Outlook, Excel, Word, Power Point) Experience with Windows 10 desktop operating systems remote diagnostic and problem resolution Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident &Problem Management and Change Management) Available to work varied shifts within a 24/7 environment.
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