Service Desk Analyst (6 month contract)
About The Position
The Service Desk Analyst is responsible for providing first line technical support for computer hardware and software, mobile devices & printers. This includes incident identification, triage, tracking, resolution and potentially following up to ensure that service levels are maintained. The Service Desk Analyst strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to user inquiries per agreed service levels. Resolution will include the escalation of incidents to the appropriate sections in IT or to external vendors.
Requirements
- 2-3 years of experience as a Service Desk Analyst
- Experience with Active Directory
- Experience with ServiceNow ITSM
- Advanced PC skills
- Familiarity with basic networking concepts
- Experience with user administration in a client-server environment
- Excellent interpersonal skills and the ability to adapt to a wide range of user skills
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to recognize, evaluate, and resolve problems effectively
- Demonstrated excellence in installing and configuring operating systems, networked and local printers, and business applications
- Strong analytical and organizational skills
- Exceptional verbal & written communications skills
Nice To Haves
- Bilingualism an asset (English and French), both written and spoken
- Experience with SAP an asset
Responsibilities
- Handle incidents/problems related to providing network, application, and hardware support for the business. Triage, resolve and/or appropriately escalate technical problems that arise
- Answer Help Desk calls and providing first tier support for Microsoft Windows, Productivity Software (Microsoft Office Suite, SAP, internal applications, etc.) PC hardware, network connectivity, mobile devices (Android & iOS), A/V Conferencing (Cisco WebEx), VOIP systems (Cisco & RingCentral) and Printers (Xerox MFPs)
- User administration (Onboarding/Offboarding, password resets, network access, etc.)
- Asset Management
- Hardware deployment
- Author knowledge base artifacts and documenting Help Desk processes & procedures
- Maintain a high quality of service to customers
Benefits
- Competitive Base Salary between $50,000 - $60,000
- Hybrid Work Model: Minimum 3 days a week in the office
- Mentorship Program
- Leadership Development Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
