It Service Desk Analyst

Position Title: IT Service Desk Analyst

Location: On-site (Edmonton), potential for Hybrid

Type: Permanent

Position

Our Edmonton headquartered client is seeking a permanent, full-time IT Service Desk Analyst to provide first line support to employees. This will include provisioning access to software applications and hardware support as well as ensuring any interruption in the delivery of these services is resolved as quickly as possible. This team needs to know a little about everything and is integrated to many key initiatives and projects on the go.

You will succeed in this role if you have excellent customer service experience, self-motivated, goal oriented, detail oriented, and a willingness to learn. This position requires continuous professional development, and this position will offer career growth potential for motivated individuals. This role provides opportunities to progress in technical and non-technical areas.

This position requires on-site attendance, willingness to do shift work (Monday-Friday or Tuesday-Saturday), and the potential for some travel.

What You'll Do

• Accurately provision approved requests for IT services with attention to effective dates and timelines
• Advise clients on system usage, with strong emphasis on the adherence to following policy and procedures
• Troubleshoot and document your work in a descriptive yet concise format appropriate for your audience (customer vs. support teams)
• Communicate and document updates on existing tickets to clients and support teams as required
• Ensure all IT support is delivered with a focus of client experience and satisfaction
• Maintain consistent communication and documentation within the Technology Services team
• Accurately resolve client concerns or triage to the appropriate support teams

Mandatories: (must have to qualify)

• ITIL certification would be an asset
• Communication. Excellent written and oral communication skills to communicate with both technical and business team members and colleagues across the organization as well as external service providers
• Customer Service Focus. Demonstrates patience & understanding with a strong desire to help & support people
• Time management. Ability to prioritize & manage several task s with minimal supervision
• Bilingual in English and French would be an asset
• Education. Related post-secondary education Degree or Diploma in an IT discipline or equivalent
• Collaboration. Partners effectively with teammates to deliver an exceptional experience
• Troubleshooting & problem solving. Ability to understand and accurately interpret the meaning, purpose & priority of issues and requests reported. Identifying, analyzing & solving problems quickly & efficiently

If you are interested in this position and meet the above criteria, please click the 'Easy Apply' button below to send your resume securely and in confidence directly to the recruiter in charge of this position. We thank all applicants; however, only those selected for interviews will be contacted.

All applicants must be legally entitled to work in Canada.

WE APPRECIATE YOUR INTEREST IN 10 PERCENT RECRUITING LTD.

We invite you to become one of our satisfied candidates! 10 Percent Recruiting Ltd. believes in transparency with our candidates and our employers; we understand that open communication and collaboration are fundamental to our success. Our professional recruiters are passionate about helping you find a fulfilling job or career and ensuring your complete satisfaction with our process. We are committed to actively building lasting relationships and building trust by listening, following through and keeping our word. We look forward to exceeding your expectations!

Learn more about 10 Percent Recruiting Ltd. and view our current job opportunities, career tips, and tools at https://10percentrecruiting.com