Service Desk Analyst

JOB OVERVIEW

Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service.
Job Location: 151 Brock St. W. Thunder Bay, ON.

KEY RESPONSIBILITIES

Managing incidents and service requests
Maintaining documentation
Communication with clients regularly
Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc)
Additional responsibilities as assigned.

QUALIFICATIONS

EDUCATION & EXPERIENCE

Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required
Previous experience in a Customer Service or Helpdesk Environment is preferred

KNOWLEDGE, SKILLS & ABILITIES

Technical Support and Troubleshooting skills
Analytical skills with the ability to solve complex issues
Excellent customer support and customer service skills
Ability to work well in a team
A theoretical working knowledge of virtualization and remote application delivery services preferred
Strong ability to prioritize tasks and meet deadlines
Strong attention to detail and accuracy
Professional verbal and written communication skills
Experience in a fast-paced environment with multitasking responsibilities
Must possess a valid driver’s license and be willing to travel regularly to client locations

WORKING CONDITIONS

Must be able to obtain and maintain a clear criminal record check
Physically able to perform all listed job duties
This role involves working in a variety of environments and includes regular interaction with staff and members of the public
On Call/Shiftwork as required to provide after-hour client support
Various shifts at a fast pace to meet service level requirements of our clients
Must be able to obtain and maintain a clear criminal record check
Physically able to perform all listed job duties

Methods and procedures described or implied in the job profile may be altered to accommodate employees.