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    IT Service Desk Analyst - Burnaby, Canada - Refrigerative Supply Limited

    Refrigerative Supply Limited
    Refrigerative Supply Limited Burnaby, Canada

    Found in: Talent CA C2 - 5 days ago

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    Description

    Scopeof the position

    You are a self-motivatedachiever who gains satisfaction from providing excellent customer service andthrives in a high-paced team environment. This role includes handling servicerequests, incident management and administrative duties. You are excited about working in a high-pacedenvironment that provides multiple opportunities to tackle a wide variety ofcomplex problems. You are able to managetasks in a timely manner and handle a diverse workload. You are a team player who is not only willingto learn, but also willing to pass knowledge on to your teammates. This role will expose the successfulcandidate to a large scope of technical opportunities while working in apositive and fun environment.

    As a key member of the IT Team,the IT Service Desk Analyst will work closelywith Operations to support business applications, end user equipment, business,and IT processes.

    Dutiesand Responsibilities

    -Provide Tier 1 and 2 technical support to RSL Branches,Warehouses and Admin Offices.

    -First point of contact for incoming support requests to ensurecourteous, timely, and effective resolution of end-user issues.

    -Understand and support the technologies used by RSL.

    -Resolve problems and liaise with customers to find ways tocontinually improve services and processes, and keep customers informed ontheir problem status/resolution.

    -Troubleshoot issues and make decisions to assess customerpriority and impact. Escalate issues tosenior support if required.

    -Use remote tools and diagnostic utilities to aid introubleshooting.

    -Research solutions through internal and externalknowledgebase as needed.

    -Setup, deploy and troubleshoot PC's, peripherals, andprinters, etc.

    -Identify, prioritize, and perform service requests based onthe demand and defined SLAs.

    -Work with other IT team members to resolve issues and make processimprovements.

    -Provide IT business and application support services forprojects, special tasks and requests.

    Skillsand Qualifications

    -Technical Diploma or Universitydegree in Computer Science or related filed

    -Microsoft MD100/101, COMPTIA A+and ITIL certifications is desired.

    -2 plus years' experience in an EndUser Support Role.

    -2 plus years supporting Windows 7and 10 Operation Systems

    -2 plus years supporting Office 365\ Teams.

    -2 plus years supporting ITEquipment and Hardware.

    -Intermediate knowledge of Azure, WindowsServer, Active Directory, Routing and Switching.

    -Technical IT Systems and Equipmentknowledge & troubleshooting skills is a must.

    -Ability to take direction andfollow practices and procedures consistently and accurately

    -Excellent communication and timemanagement skills

    -Ability to work independently aswell as in a team environment.

    -Intermediate understanding of data warehousing principles, ERPsoftware, SQL, SSRS and other reporting applications.

    Otherresponsibilities

    -Requires travel throughout Western Canada.

    -Follow company policy and procedures.

    -Practice honesty and integrity in customer and vendorrelations.

    -Positively and professionally represent our company.

    -Other related duties that may arise.

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