Service Desk Analyst

Role overview

Responsibilities

• Manage incidents and service requests and maintain documentation.
• Communicate regularly with clients.
• Provide onsite and remote hardware, software, troubleshooting, and configuration support to assigned client companies.
• Participate in assigned IT services, including backups, restoration, and threat prevention.
• Provide after-hours client support through on-call or shift work as required.

Education and experience

• A bachelor’s degree or college diploma in IT, computer science, or a related field is an asset.
• Experience with Microsoft Office, Office 365, SharePoint/OneDrive, Microsoft Azure, and Microsoft Exchange is required.
• Experience building and repairing computer hardware and knowledge of hardware components and technologies are required.
• Experience with Active Directory, Domain Services, and Windows consumer/server operating systems is required.
• Customer service or helpdesk experience is preferred.

Skills and working conditions

• Technical support, troubleshooting, analytical problem-solving, customer service, teamwork, prioritization, accuracy, and professional communication are needed.
• Knowledge of virtualization and remote application delivery is preferred.
• A valid driver’s licence and regular travel to client locations are required.
• The role includes varied work environments, interaction with staff and the public, and shifts to meet client service levels.
• A clear criminal record check and physical ability to perform the duties are required.

Benefits

• The employer offers salary and benefits, retirement savings with company matching, an employee share purchase plan, and a subsidized phone plan.
• Professional development, career growth, and a collaborative work environment are offered.

About the company