MSP Service Desk Analyst I

IT Force • Burlington, ON

3d • CA$40,000 - CA$50,000 • Onsite

About The Position

IT Force is seeking a Service Desk Analyst Level I to ensure our client’s IT systems are robust, reliable, safe, and operate efficiently. This role involves working both in-office with colleagues and directly with clients. The regular hours are 8:15 am - 5:00 pm with a 1-hour lunch break, Monday to Friday. The company emphasizes 'White Glove Service with Military Precision' and aims to make client technology 'EASY, ACCESSIBLE and SAFE'.

Requirements

• IT degree or diploma, or at least 2 years of general experience.
• Comfortable managing Microsoft Windows operating systems.
• Comfortable managing Microsoft 365 users & licensing.
• Customer Focus - Showing empathy and further seeking to understand your customer’s interests, needs, wants, priorities and situation.
• Calming - The ability to significantly reduce or stop someone from feeling upset, angry, anxious, or excited.
• Objective - Not influenced by personal feelings, biases, or opinions when representing information or handling a situation.
• Thoroughness - Taking great care and attention to detail. Completed in all aspects, without errors or omissions.

Nice To Haves

• CompTIA Tech+
• Microsoft Endpoint Administrator
• HDI Customer Service Representative

Responsibilities

• Ensure service tickets in the PSA system are complete and accurate.
• Ensure all communications, issues, and activities are documented in the PSA & documentation systems.
• Ensure service tickets are completed expediently and according to process.
• Verify your solution has been tested and the client is satisfied before completing the ticket.
• Ensure your solutions adhere to security best practices across client and internal systems.
• Encourage clients to complete the CSAT surveys upon completing the ticket.
• Ensure centralized systems are configured, functioning as expected, and alerts/errors are resolved.
• Attend and participate in company/team events, meetings, and collaborations.

Benefits

• Competitive compensation & employee benefits plan
• 10% Bonus eligibility, reviewed and paid quarterly
• Open, flexible culture
• On-the-job training
• Certifications (CompTIA Tech+, Microsoft Endpoint Administrator, HDI Customer Service Representative)
• Health, Drugs, Dental, Vision, Critical Illness, AD&D, Life & Disability Benefits
• Free breakfast, lunch, snacks, and beverages
• Monthly Fun @ IT Force events for you, spouse, and family

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree