Service Desk Support Analyst

GoodLife Fitness • Toronto, ON

1d • CA$42,000 - CA$53,000 • Hybrid

About The Position

This role is responsible for providing first level IT technical support and resolution of incidents and service requests for end-users. The role is also responsible for the creation, maintenance and/or participation of knowledge base articles and/or documentation for Service Desk use. Deployment support for end-user devices to ensure stability and security is another responsibility of the role.

Requirements

• Post-Secondary diploma in Information Technology
• Working knowledge of Windows desktop operating systems, Microsoft Office products and Windows Active Directory
• Working knowledge of administrating Microsoft 365 cloud services
• Able to troubleshoot basic network issues
• Experience with IT ticketing systems
• 2 Years of Work Experience in I.T or a related field
• Excellent verbal and written communication skills
• Excellent analytical and troubleshooting skills (must be able to clearly report and document resolutions in detail)
• Excellent customer service skills
• Excellent time management, planning and organizational skills
• Ability to act individually and work together with others as part of a team

Nice To Haves

• 3-year (or greater) degree in Computer Science or related field
• 3 – 5 years of work experience
• Working knowledge in computer hardware and software configuration
• Understanding of policies and procedures as it relates to Information Services
• Experience working in an IT Service Management (ITSM) oriented environment such as ITIL
• Possess the ability to recognize critical situations and discern when to apply a sense of urgency
• Ability to proactively identify problems
• CompTIA A+ Certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation

Responsibilities

• Provides technical support to canfitpro end-users via multiple channels to evaluate, prioritize and resolve reported issues with hardware, software, networking, and other computer-related technologies.
• Handles tickets to aim to achieve First Call Resolution (FCR) and First Level Resolution (FLR) of support issues and attempt to fix issues before escalating to the next support level.
• Responds and resolves assigned issues to ensure timely resolution within defined Service Level Agreements (SLAs).
• Ensures all technical issues are logged in canfitpro's ITSM solution and maintaining historical records and related documentation.
• Escalates issues to appropriate IT staff when required.
• Administers end-user hardware and service access.
• Performs setup and deployment of new and replacement end-user hardware / peripherals.
• Administers end-user accounts across varying systems and software.
• Performs onboarding, role changes and off-boarding of canfitpro associates.
• Performs deploying of software updates for end-user devices – including those which address patchable vulnerabilities.
• Use of canfitpro’s software updates deployment and vulnerability management tools.
• Offers research support for pricing changes, competitor price comparison and feedback from the customers
• Maintains and creates IT knowledgebase articles in canfitpro's ITSM solution.
• Monitors and maintains IT assets to ensure accurate inventory records.

Benefits

• FREE Fitness membership and discounted membership for friends and family.
• Group benefits plan designed to meet employees’ basic and life-changing benefits needs.
• Diversity, Equity and Inclusion Learning to create and support a culture of learning, unlearning and celebrating our differences.
• A paid day off during your birthday month every year.
• Your career development is supported through free online learning in all areas of our business
• canfitpro provides access to our certifications and continuing education at no cost.
• Employee Recognition Program - Bucket list - Earn coins that can be redeemed for various gift cards.

What This Job Offers

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