- Provide troubleshooting and problem resolution for software and hardware issues that vary from moderate to complex avoiding escalation
- Provide training and technical assistance on MS Windows operating systems, MS Office suite (including MS Outlook), and Web Browsers
- Demonstrate competency in an adaptive and rapidly changing IT environment
- Troubleshoot the cause of problems, not just the symptoms, and taking action to prevent problems from recurring and to mitigate risk exposure
- Analyze, determine root causes and implement solutions to resolve support requests according to the service level agreements with the caller, and handle escalate issues when applicable
- Logging of all calls into an ITSM Ticketing tool with clear and concise language
- Build supporting documents and provide 'how to' instructions and guidance regarding all business applications
- Follow communication procedures, guidelines, and policies
- Interact with customers via phone, chat, email and in person.
- Assist on Metric Reporting and analysis of the IT Service Desk when necessary
- Recommend improvement and optimization opportunities to meet or exceed departmental targets and service-level agreements (SLAs)
- Provide guidance and support to less experienced analysts.
- Education: Degree or diploma in a computer-related program. Windows-based certifications such as MCP or MCSE is an asset;
- Experience: Minimum 3 years' prior experience in IT or Helpdesk environment. Deskside experience is an asset. In-depth technical experience working with Intel-based PCs and laptops
- Previous experience working in an enterprise environment with 3-4 thousand users
- Experience with Remote support tools, and monitoring tools including SCCM and SolarWinds
- Experience using ServiceNow for ticketing to manage Incidents and Service Requests
- Experience with Active Directory, Domain Services; Windows operating systems, MS Office/365 applications; Network (LAN/WAN) concepts, VPN technologies; Mobile Technologies (Smartphones/Tablets)
- Demonstrate excellent interpersonal, oral, verbal, and written communication skills in dealing with all levels of staff, as well as the ability to manage user expectations.
- Bilingual in both French and English is an asset
Service Desk Analyst - Saint John, Canada - Buchanan Technologies
Description
Service Desk Analyst
Remote
Description
The IT Service Desk Analyst II provides moderate to complex technical support and exceptional customer service to all employees. They are the single point of contact for all issues and requests and interact with employees in various ways, including phone calls, chats, emails, and in-person. As the face and voice of IT, this role provides a positive attitude and willingness to help employees get back to work as quickly as possible by providing excellent first-call resolution, troubleshooting, analyzing root causes, and resolving moderate to complex problems. They have the ability to adapt to an ever-changing environment, multitask, and
Summary of Skills
Knowledge & Experience / Key Attributes & Critical Skills:
About Buchanan Technologies
Since Buchanan's inception over 30 years ago, we have operated on 5 core values – People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters.These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.
Why Work at Buchanan?
At Buchanan Technologies, we offer a great employment experience with a fun but professional work environment, competitive salary, and various employee career advancement programs that add value to your skills and daily life. If you are excited about being part of an energetic team where your contributions are appreciated and hard work is recognized, Buchanan is the place for you.
Things We Are Passionate About
We are passionate about providing top-tier technology services to our customers and clients and fostering a culture of continuous learning for our employees. We are a people-centric company, focused on growth and diversity for our workforce. Come join us and let's build something amazing together.
Follow Us:LinkedIn:
Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We comply with all federal and provincial regulations regarding non-discrimination and employment equity in every location where we operate.