Analyst, Service Desk
Key Skills for This Role
Full Job Posting
Responsibilities
- Coordinate incident and request handling processes
- Assess, prioritize, and fulfill user requests and follow up as needed
- Provide first level incident and request resolution as first call resolution (FCR) when possible
- Timely dispatch 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
- Work with team members and other IT members to ensure a consistent level of service
- Provide after-hours support when scheduled (weekly rotation between Service Desk Team members)
- Support hardware and software installations and configurations per standardized procedures
- Assist with development and preparation of processes, procedures, documentation, and projects
- Maintain integrity of PC and communications asset management
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.
Samuel provides cost-effective distribution and just-in-time delivery of metals and industrial products across North America.
The company focuses on value-added processing services and innovative supply chain solutions.
Samuel has over 170 years of success in the metals industry and is an Equal Opportunity Employer.
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