Support Analyst 1 - Newmarket, Canada - York Region

York Region

Verified Company

Newmarket, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description:

POSITION PURPOSE

Reporting to the Supervisor, IT Service Desk, is responsible for ensuring all Service Desk requests requiring support are resolved in an efficient, professional and timely manner.

MAJOR RESPONSIBILITIES

Responds to Services Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required.
Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues.
Ensures referral, escalation and followup procedures are being applied correctly and effectively to meet the goal of providing excellent customer service.
Responds to enquiries in a timely manner; provides advice and training to new staff in area of expertise.
Participates in meetings, attends seminars, conferences and training as required.
Ensures that services provided meets Regional customer service standards.
Performs other duties as assigned in accordance with Branch and Department objectives.

QUALIFICATIONS

Successful completion of a Post Secondary Certificate or Diploma (1 year or more) in Information Technology or related discipline, or approved equivalent combination of education and experience.
Minimum one (1) year demonstrated experience directly supporting clients through a Service Desk process.
Valid Ontario Class "G" driver's license free of any serious offences under the Highway Traffic Act and reliable vehicle for use on corporate business
Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, teamwork, initiative/self management and accountability and flexibility/adaptability.