Analyst, Service Desk
Full Job Posting
Responsibilities
- Coordinate incident and request handling processes
- Assessing, prioritizing, and fulfilling user requests and follow up as needed
- Provide first level incident and request resolution as first call resolution (FCR) when possible
- Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure)
- Provide accurate description, information, and resolution notes into ticketing system
- Manage Active Directory, BES, and a variety of ERP accounts and services
- Manage users' expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner to handle.
- Work with team members and other IT members to ensure a consistent level of service
- After Hours support when scheduled (Weekly rotation between members of the Service Desk Team)
- Support Hardware and Software installations and configurations as defined by current standardized procedures
- Assist with the development and preparation of various processes and procedures, documentation, and projects.
- Maintain integrity of PC and communications asset management
- Seek opportunities to improve user satisfaction
Education & Certifications
- Post-secondary education in a related field
Qualifications
- Strong communication skills (verbal and written)
- Working knowledge of MS Office applications
- Strong troubleshooting skills
- Understanding of Remote Connectivity (i.e. Modem/Dial-up/VPN)
- Strong working experience in web-based products and web browsers
- Knowledge of various Windows Operating Systems
- Good phone communication manner
- Customer Service driven
About Samuel, Son & Co.
Family-owned Canadian metal manufacturer, processor, distributor, and industrial products company serving North American industries.
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