IT Service Desk Analyst

Scope of the position

You are a self-motivated achiever who gains satisfaction from providing excellent customer service and thrives in a high-paced team environment. This role includes handling service requests, incident management and administrative duties.  You are excited about working in a high-paced environment that provides multiple opportunities to tackle a wide variety of complex problems.  You are able to manage tasks in a timely manner and handle a diverse workload.  You are a team player who is not only willing to learn, but also willing to pass knowledge on to your teammates.  This role will expose the successful candidate to a large scope of technical opportunities while working in a positive and fun environment.

As a key member of the IT Team, the IT Service Desk Analyst will work closely with Operations to support business applications, end user equipment, business, and IT processes. 

Duties and Responsibilities

-          Provide Tier 1 and 2 technical support to RSL Branches, Warehouses and Admin Offices.

-          First point of contact for incoming support requests to ensure courteous, timely, and effective resolution of end-user issues.

-          Understand and support the technologies used by RSL.

-          Resolve problems and liaise with customers to find ways to continually improve services and processes, and keep customers informed on their problem status/resolution.

-          Troubleshoot issues and make decisions to assess customer priority and impact.  Escalate issues to senior support if required.

-          Use remote tools and diagnostic utilities to aid in troubleshooting.

-          Research solutions through internal and external knowledgebase as needed.

-          Setup, deploy and troubleshoot PC's, peripherals, and printers, etc.

-          Identify, prioritize, and perform service requests based on the demand and defined SLAs.

-          Work with other IT team members to resolve issues and make process improvements.

-          Provide IT business and application support services for projects, special tasks and requests.

Skills and Qualifications

-          Technical Diploma or University degree in Computer Science or related filed

-          Microsoft MD100/101, COMPTIA A+ and ITIL certifications is desired.

-          2 plus years’ experience in an End User Support Role.

-          2 plus years supporting Windows 7 and 10 Operation Systems

-          2 plus years supporting Office 365 \ Teams.

-          2 plus years supporting IT Equipment and Hardware.

-          Intermediate knowledge of Azure, Windows Server, Active Directory, Routing and Switching.

-          Technical IT Systems and Equipment knowledge & troubleshooting skills is a must.

-          Ability to take direction and follow practices and procedures consistently and accurately

-          Excellent communication and time management skills

-          Ability to work independently as well as in a team environment.

-          Intermediate understanding of data warehousing principles, ERP software, SQL, SSRS and other reporting applications.

Other responsibilities

-          Requires travel throughout Western Canada.

-          Follow company policy and procedures.

-          Practice honesty and integrity in customer and vendor relations.

-          Positively and professionally represent our company.

-          Other related duties that may arise.