Service Desk Analyst

Location: Vancouver, BC, Canada
Date Posted: 10-12-2018

The Service Desk Analyst has a key role in handling day-to-day IT service requests and other IT related issues. The incumbent will work with knowledge experts across IT teams to coordinate the resolution of incidents and service requests, will keep customers informed of the status and will identify and develop opportunities for IT service improvement. They are also responsible for small development efforts, service implementation activities, security, inventory control and documentation.

 MAJOR DUTIES:
  •  Take a leadership role in the daily management of the IT Support queue to ensure support tickets are assigned and resolved to meet service levels
  • Demonstrate technical skills to resolve requests at first point of contact in a friendly and helpful manner and educate users in the use of hardware, software, or equipment
  • Provide exceptional customer service in person, via phone and email as appropriate
  • Support the lifecycle management of IT assets including ordering, installing and disposal
  • Develop, implement, and participate in the preparation knowledge base articles and documentation for Service Desk use; make recommendations for improvements
  • Perform user administration duties such as new user creation, account unlocking, etc.
  • Identify problematic trends within the company and propose solutions to prevent future occurrences
  • Participate in department projects such as software & hardware rollouts, network infrastructure implementation, user training classes, etc.
  • Attend and be involved during Service Desk Team meetings
 
The successful candidate will be a self-starter with excellent communication, technical and team skills.

 QUALIFICATIONS:
 
Education:
  • Degree or Diploma in information technology, computer science, engineering or equivalent related experience
 
Experience:
  • Proficient in with PC hardware, software, basic networking and, in particular, Microsoft technology
    • Support for Microsoft Windows and Office products
    • Support for computer hardware and mobile devices including smartphones and tablets
    • Knowledge of computer imaging, software packaging and deployment automation
    • Basic knowledge of Active Directory and Group Policies
    • Basic knowledge of TCP/IP networking
  • Excellent written and oral communication skills; excellent listening and interpersonal skills
  • Excellent problem solving and communication skills
  • Experience working in a team-oriented, collaborative environment
  • Experience and training with IT Service Management (ITSM/ITIL) and related ticketing systems
  • Strong customer service orientation
  • Valid driver’s license
 
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.
For more information on Affinity Staffing, please visit.
www.affinitystaffing.ca
or
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