Service Desk Analyst - Orillia, Canada - eCapital

eCapital

Verified Company

Orillia, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Reporting to the Service Desk Manager, the
Service Desk Analyst will provide Tier 1 (and occasionally Tier 2) support to the internal customers within the eCapital environment including remote users.

As the first line of IT support, you will be responsible for analysis, diagnosis and resolution of support requests by documenting issue severity and utilizing standard procedures to resolve issues related to desktop, laptop, servers, printers, mobile devices, telephony, and related equipment.

You will provide end-user support administration in; moves, adds, changes, problem resolution, hardware, and software installations/upgrades, patch management.

Responsibilities and Duties

Act as a representative of the technical services team, supporting an environment of 800+ users throughout the US and Canada using Windows and MAC OS.
Conduct timely problem determination for incidents using documented procedures, trouble shoots, resolves and/or escalates problem tickets and service level request.
Maintain a high degree of customer service, taking ownership of user incidents, following up with the status of problems and communicate progress in a timely manner.
Facilitate closure to problem tickets/service requests while meeting or exceeding defined service level expectations

Skills and Abilities

Provide clear, concise information through written and verbal communication
Excellent organizational skills and detailed oriented
Acquire and maintain current knowledge of relevant product/service offerings
Support policies to provide technically accurate solution to customer
Ability to create SOP's (Standard Operating Procedures) for troubleshooting

Qualifications
years experience in a Windows & MAC environment and/or call center or service desk experience.

Experience with RDP, Active Directory, Solarwinds Service Desk, O365 Suite, telephony.
Basic User & Security Group Active Directory administration: creating user accounts, reset passwords, create groups, etc.
Certified in A+ or Network preferred
ITIL Foundations certification preferred
MCP certification preferred
Incident Management experience managing issues including business expectations and communication
Deeply passionate about helping others
Great listener and communicator
Motivated selfstarter with excellent work ethic and team first attitude

*Please note, this job requires in-office presence. The position cannot be occupied remotely.

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