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Service Desk Analyst - 2023

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27 views2 pages

Service Desk Analyst - 2023

Youtube.com is the service

Uploaded by

Mohan Mirge
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
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SERVICE DESK ANALYST

We're seeking a Service Desk Analyst to join our team, and the best part? You can work fully remote
from anywhere in the world with flexible working hours that fit your availability. In this role you will
provide first-level technical support for all business and technology inquires for our external clients
and internal teams through phone and email. You will also respond to user inquiries, assess problems
and issues with IT equipment and applications, and help resolve these issues for users.

The successful candidate will require an aptitude for working with applications/systems to
undertake analysis, diagnosis, and resolution for a variety of technical issues. There is also a range of
administration duties within this role. This role requires balancing problem-solving, customer service,
and collaboration to ensure that our external clients and internal teams can access and utilize the
software and resources they need for work.

So, if you're ready to take your career to the next level and join a dynamic, fun-loving team, we want to
hear from you! Apply now to become our next Service Desk Analyst.

KEY RESPONSIBILITIES
• Provide Tier 1 and 2 technical support for end user computing issues
• First point of contact for incoming support requests to the Service Desk via
telephone, web portal, and email to ensure courteous, timely, and effective
resolution of end-user issues
• Resolve problems and liaise with customers to find ways to continually
improve services and processes, and keep customers informed on their
problem status/resolution
• Troubleshoot issues and make decisions to assess customer priority and
impact, and escalate issues to senior support if required
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed
• Setup, deploy and troubleshoot PC's, peripherals and printers
• Log incoming Hardware/Software service requests into our service
management system and manage tickets through successful completion
• Identify, prioritize, and perform work activities based on the changing needs
of the work environment
• Clearly compose and deliver verbal and written information for technical and
non-technical audiences to convey, explain, and educate customers on
technical information and product
• Record, track, and document the service desk incidents, including all
successful and unsuccessful decisions made and actions taken, through to
final resolution.
• Monitor helpdesk tickets assigned and respond to issues identified by the end-
users in a timely manner
• Prioritize incidents and service requests according to defined processes to
meet defined SLAs
• Work with other IT team members as appropriate to resolve technical
problems and make improvements
• Continuous call monitoring and follow up with client and staff - no call is
completed until the client is 100% satisfied
• Provide IT business and application support services for projects and special
requests
• Contribute to technician knowledgebase as needed
• Help support peer training for new team members as required

QUALIFICATIONS AND EDUCATION REQUIREMENTS


• Minimum 2 years of experience in an IT helpdesk role
• Experience configuring & troubleshooting Servers and Active Directory
• Experience with Microsoft Office 365 administration
• Diploma in IT from recognized college or university or equivalent is strongly desirable
• Microsoft MD100/101, COMPTIA A+ and ITIL certifications is considered an asset
• Technical computer knowledge & troubleshooting skills is a must
• Demonstrated professional experience in a fast paced, customer service-oriented role
• Excellent verbal and written communication
• Must have the ability to multitask
• Must be able to work remotely in Pacific Time Zone – Vancouver Canada
• Comply with background check requirements
• This position requires reliable internet connection, backup power, and the use of personal
equipment such as Desktop/laptop.

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