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.

This is a fully on-site position based in Thunder Bay. Candidates local to Thunder Bay or planning to relocate are encouraged to apply. Applicants from outside the area are welcome; however, relocation costs will be at the successful candidate's own expense.

Salary: $50,000.00

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.