Service Desk Analyst

Contenido de trabajo

*This role is a 12 months contract*

Duties And Responsibilities

• Owns the issue through to resolution including escalations, as well as follow up communication with the end user.
• Provide exceptional client care to employees and vendors for issues or requests logged via phone, in-person, email interactions and ensuring client satisfaction is achieved
• Process and /or investigate service requests or incidents created via the ticketing tool ( ServiceNow) according to established service level agreements (SLA)
• Support mobile devices including set up, maintenance and any troubleshooting
• Overall end user hardware and or software installations, additions, changes, configuration, testing, maintenance, monitoring, and troubleshooting.
• Identify and escalate priority issues in a timely manner.
• Provide end user troubleshooting and support for software applications from the business
• System/Application account creation/deletion/change/general maintenance.
• Organize daily workload and efficiently manage requests and issues logged
• Looks for opportunities to improve levels of service recognizing the needs and expectations of clients and engaging in One-on One performance meetings with the Manager
• Participate in ongoing internal and/or external continuing education activities
• Adhere to Bayshore Policies and Procedures.
• Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
• Complete other tasks
  

Education

• College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
• Microsoft technical certifications preferred (MCSA, MCSE etc.)
  

Experience

• Technical knowledge and ability to support desktop/laptop hardware and software
• Technical knowledge and ability to support printing devices (Printers, MFPs, Scanners)
• Ability to support mobile devices hardware and applications (Blackberry, IPhone, Android)
• Technical knowledge and experience to support and troubleshoot network connectivity issues.
• Knowledge of and experience supporting Microsoft Desktop OS and applications, Active Directory, anti – virus and malware.
• Knowledge of and experience working with Citrix Director and XenApp to assist and support Citrix users.
• Understanding of VoIP and analog phone line issues
  

Other Skills And Abilities

• Possess a passion/ great enthusiasm for the delivery of exceptional customer service, exceptional telephone etiquette skills and the ability to support end users face to face and remotely with varying levels of computer skills. A genuine desire and commitment to helping/supporting others.
• Exceptional verbal and written communication skills (English/French)
• Exceptional interpersonal skills and ability to work independently and as part of a team
• Exceptional organizational and administrative skills with a commitment to meeting timelines and client expectations.
• Outstanding analytical and problem solving skills.
• Strong commitment to continual learning
• Able to handle a high demanding environment
• Willing and dedicated to finding a solution through various sources giving their 100 percent.
  

Primary Location

ON-Mississauga