Service Desk Analyst

Location: Burnaby, BC, Canada
Date Posted: 05-18-2018
SUMMARY
 
Under the direction of the Service Desk Lead, the Service Desk Analyst (T1) is the primary point of contact for technology related questions and problems for all employees and associates.
 
ACCOUNTABILITIES 
  1. Customer Service
  • Provides superior, quality support by delivering a consistently high degree of customer satisfaction, technical expertise, and timeliness ensuring business needs are met with efficiency and integrity.
  • Ensure calls and tickets are answered within appropriate customer service standards
  • Provides technical coaching and mentoring to end users and other Information Technology staff as appropriate.
  • Sensitive to all IT knowledge levels throughout the firm when providing support.
  1. Technical Support
  • Provides first level support via phone and ticketing system on hardware, network and software in accordance with established standards and service level agreements.
  • Handle installation of any additional software/hardware requirements that have been approved.
  • Coordinates ticket assignment to both first and second level queues; prioritize and categorize
  • Request fulfillment; gather & document requirements, obtain approvals, escalating as necessary
  • Ensure timely research, routing, escalation and resolution of end user technical problems and requirements.
  1. Communication
  • Share appropriate information with other members of the Information Technology department.
  • Escalates problems to second level support as appropriate.
  • Provide timely updates to end user detailing progress of resolution
  1. Documentation
  • Maintain existing documentation with new or changing information.
  • Ensure all service desk call information is recorded and tracked in the ITSM tool in a timely manner.
  1. Vendor Management
  • Maintain a good working relationship with third-party vendors.
  • Manage vendor access to on-site equipment.
6.   Personal Development
  • Acquires, maintains and expands knowledge of relevant technical components of the computing environment, current support policies, and methods of support delivery in order to provide technically sound advice and solutions to users.
  • Participates in educational, professional and industry activities related to help desk and customer service. 
QUALIFICATIONS
 
Minimum Education:                               
  • Diploma of Technology, Bachelors degree in Computer Science or an equivalent combination of education and experience.  Customer service training is highly desirable.
Minimum Experience:                             
  • 3-5 years experience in the Information Technology industry in a support capacity with at least 2-year experience in microcomputer software, hardware, network and/or database technologies.
Must have:
  • 3 – 5 years of experience of supporting 100’s of users in a Microsoft/windows environment.
  • 3 – 5 years of experience troubleshooting applications in an enterprise environment (100’s of applications)
  • Must exhibit a team first mentality, where communication and sharing of knowledge is key
  • Experience in an ITIL environment and the use of ServiceNow is considered a strong asset
Additional Requirements
  • Fluency in both French & English written and spoken languages;
  • Excellent problem solving skills;
  • Excellent interpersonal, written and verbal communication skills;
  • Familiarity with change management and call center disciplines;
  • Comprehension of organizational dynamics.
Must be:
  • Professional in demeanor;
  • A team player;
  • Customer service oriented;
  • Exercise patience with all associates;
  • Cooperative;
  • Committed to task/ability to multi-task;
  • Willing to learn;
  • Tolerant of ambiguity;
  • Willing to travel as required;
  • Willing to work shift work as required (Service Desk hours of service are 4:00 am to 5:00 pm, Pacific) and be available for an after-hours support rotation in the evening and weekends, if required
  • ITIL v3 Certification (Foundation or higher) an asset 
     
About Affinity Staffing:
Affinity Staffing is a full service Information Technology agency that takes a unique approach to recruiting. We believe recruiting is about creating long term relationships that foster a mutually beneficial partnership - an affinity. Bringing a new style of recruiting founded on four core principles – Transparency – Flexibility – Efficiency – Agility.

 
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