Analyst, Service Desk - Vancouver, Canada - Morguard

Morguard

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Morguard is looking for an Analyst, Service Desk to join our team at the Vancouver Regional Office

The Analyst, Service Desk is accountable to the Manager, Service Desk for responding to, resolving and tracking end user questions and technical issues in accordance with the Service Level Agreement (SLA) of IT Service Desk.

DUTIES AND RESPONSIBILITIES

1. Service Desk Support

Receives, investigates, responds to and resolves Level 1 technical and software questions and problems/issues (for all supported platforms, including Office 365, Microsoft Intune, Microsoft TEAMS, Yardi, Propidex, Argus, etc.) reported by staff (end users) in order to resolve the issue in a timely manner within the predetermined company metrics (e.g.

response time, etc.).

Escalates complex problems/issues to Manager, Service Desk or others, as appropriate, in order to facilitate a timely solution to the identified problems/ issues.

2. Service Desk Data Analysis and Systematic Planning

Logs all issues reported and resolved, in sDesk ITSM platform, in order to identify trends or commonalities, through analysis, of issues in order to locate and address underlying issues and trends.

3. End User Training

4. Software and Network Upgrades
Assists in software and network upgrades, as required, designed to enhance system functionality and software efficiency, consistency and security.

5. Office 365 Support

Resolve and or escalate issues related to OneDrive, TEAMS, updates to content on the company intranet site in order to maintain accurate and up to date information for use by employees.

Any other job-related duties and/or projects that may be assigned.

Minimum Requirements

Skills, Knowledge, Experience and Education

College diploma in relevant field (e.g. Computer Sciences) or equivalent
A+ Certification
Office 365 Certifications, particularly Managing MS TEAMS, office 365 fundamentals, Managing Modern Desktops
3 years of relevant experience performing a Service Desk role within a 24/7 call centre
General computer hardware technical skills and a good understanding of networking and TCP/IP protocols, MS-Windows 10 and MS-Office 365 (Excel, Word, PowerPoint)
2 years of experience in supporting mobile devices including iOS and Androids
2 years of experience in Windows endpoints imaging and trouble shooting
Occasional travelling is required

Core Competencies

Excellent interpersonal, communication and relationship skills
Customer Service focused
Enthusiastic about learning emerging technologies
Strong documentation skills
Sound problem solving skills
Positive attitude with commitment to service delivery success
Demonstrated team player

Additional Requirements

Experience in troubleshooting and issues resolution of a Microsoft desktop environment is an asset
Demonstrated success in the delivery of highquality service to end users is an asset.