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IT Service Desk Analyst
7 months ago
Scopeof the position
You are a self-motivatedachiever who gains satisfaction from providing excellent customer service andthrives in a high-paced team environment. This role includes handling servicerequests, incident management and administrative duties. You are excited about working in a high-pacedenvironment that provides multiple opportunities to tackle a wide variety ofcomplex problems. You are able to managetasks in a timely manner and handle a diverse workload. You are a team player who is not only willingto learn, but also willing to pass knowledge on to your teammates. This role will expose the successfulcandidate to a large scope of technical opportunities while working in apositive and fun environment.
As a key member of the IT Team,the IT Service Desk Analyst will work closelywith Operations to support business applications, end user equipment, business,and IT processes.
Dutiesand Responsibilities
-Provide Tier 1 and 2 technical support to RSL Branches,Warehouses and Admin Offices.
-First point of contact for incoming support requests to ensurecourteous, timely, and effective resolution of end-user issues.
-Understand and support the technologies used by RSL.
-Resolve problems and liaise with customers to find ways tocontinually improve services and processes, and keep customers informed ontheir problem status/resolution.
-Troubleshoot issues and make decisions to assess customerpriority and impact. Escalate issues tosenior support if required.
-Use remote tools and diagnostic utilities to aid introubleshooting.
-Research solutions through internal and externalknowledgebase as needed.
-Setup, deploy and troubleshoot PC's, peripherals, andprinters, etc.
-Identify, prioritize, and perform service requests based onthe demand and defined SLAs.
-Work with other IT team members to resolve issues and make processimprovements.
-Provide IT business and application support services forprojects, special tasks and requests.
Skillsand Qualifications
-Technical Diploma or Universitydegree in Computer Science or related filed
-Microsoft MD100/101, COMPTIA A+and ITIL certifications is desired.
-2 plus years’ experience in an EndUser Support Role.
-2 plus years supporting Windows 7and 10 Operation Systems
-2 plus years supporting Office 365\ Teams.
-2 plus years supporting ITEquipment and Hardware.
-Intermediate knowledge of Azure, WindowsServer, Active Directory, Routing and Switching.
-Technical IT Systems and Equipmentknowledge & troubleshooting skills is a must.
-Ability to take direction andfollow practices and procedures consistently and accurately
-Excellent communication and timemanagement skills
-Ability to work independently aswell as in a team environment.
-Intermediate understanding of data warehousing principles, ERPsoftware, SQL, SSRS and other reporting applications.
Otherresponsibilities
-Requires travel throughout Western Canada.
-Follow company policy and procedures.
-Practice honesty and integrity in customer and vendorrelations.
-Positively and professionally represent our company.
-Other related duties that may arise.
