Support Desk Analyst - Edmonton, Canada - Fountain Tire

Fountain Tire

Verified Company

Edmonton, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Fountain Tire's Information Technology team is looking for a

Support Desk Analyst to provide multi-channel support, share knowledge and best practices as well as restore service operations. As this is a Support Desk position it does not have to be located in Edmonton and could be anywhere in Canada however our Head Office is located in South Edmonton.

This is a term position with an expected end date of August 31, 2024.

What do we offer?

Competitive compensation wage depending on experience
Comprehensive health, dental and vision benefits for you and your family including RRSP matching
Recognition and incentives for your contribution to the organization
Educational Allowances that support individual growth and development
Policies and programs that support a balanced lifestyle, including flex days and an easy commute to our office located close to the Calgary Trail and Southside Anthony Henday
Discounts for you and your family on tires, parts and services at all Fountain Tire locations

Why Fountain Tire?

We are a Platinum Member of Canada's Best Managed Companies
We are one of the 10 largest independent tire dealers in North America, and recipient of many Customer Service and Best Business Awards
We continually strive to expand our operations in existing markets, as well as new markets and currently, we have over 160 stores from BC through Ontario

Functional Responsibilities:

Log Incidents for every support contact and capture accurate and thorough notes on each case
During the course of troubleshooting, utilize support systems, remote control tools and technical or functional knowledge to resolve customer issues
Follow logical question practices with users to clarify issues and help determine root cause
Diagnose and resolve basic network/internet related problems.
Monitor network outages and work with ISPs to create trouble tickets
Create, modify and use knowledge articles to speed customer resolutions and provide consistent and reliable support services
Complete ongoing training to stay current on new technologies and grow a career path
Work with Tier 2 and Tier 3s to capture and document issue details that will help speed problem resolution
Handle move/add/change requests for FT users
Share knowledge and best practices with peers to help ensure the Support Desk team provides consistent and reliable support services
Provide basic support for printers and other office equipment
To avoid service interruptions, some work may include: off shift, weekend work and oncall services after normal business hours. Will carry cell phone to facilitate intradepartment communications both during and after normal business hours.
Other duties as required to provide assistance to Desktop Support and Computer Operations
Implement and maintain service management strategies that align with the ITIL framework
Follow all defined IS Methods (i.e. Change Management, KT Problem Analysis)
Keep current with relevant industry news, trends and best practices
Performance standards will be measured against the Support Desk performance matrix
Travel may be required to complete projects

The necessary experience, knowledge, skills and abilities required in the role:

Technical certifications or a Diploma in Computer Science and 3 to 5 years experience in a Support Analyst role; a combination of education and experience may be considered
Extensive proven technical abilities, including logical troubleshooting and problem solving skills
Excellent communication skills (written and verbal)
A high degree of customer focus and good attention to detail
Knowledge of current hardware, software and networking systems, sufficient for resolving issues
A strong belief and understanding of being a team player in an enterprise environment.
Ability to multitask and maintain attention to detail
Time management and organizational skills
Preferred experience: Microsoft Office products, Windows OS, Microsoft Dynamics AX