It Service Desk Analyst - Tier 1

On behalf of our client, Affinity is looking for an IT Service Desk Analyst to provide tier 1 support to the user community, and resolve user queries, incidents, and requests.

Responsibilities:

• Provides tier 1 support to the user community, resolving user queries, incidents, and requests.

• Analyzes and resolves all application software or hardware incidents and requests from end-users

• Accurately logs and tracks incidents and requests from identification through resolution stages

• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete

• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact

• Logs incidents and requests into appropriate product categorization

• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users

• Handles customers’ issues or requests with a professional attitude.

• Inform management of recurring problems

• Work collaboratively with tier 2/3 support teams and vendors to triage, resolve, and communicate incidents and request resolutions.

• Updates asset records with incident history, assignee information, location and other pertinent information.

• Installs approved software

Qualifications:

• Demonstrated IT Service Desk experience

• Experience working on a variety of assignments in a technical / analytical role including providing end user support in an Information Technology organization

• Post-secondary degree or diploma in Computer Science, or an IT related discipline

• ITIL certification (Foundation) would be an asset

Affinity Earn:

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity:

Affinity Group is a full-service Information Technology services and staffing company. We believe recruiting is about creating long term relationships that foster a mutually beneficial partnership - an affinity. Bringing a new style of recruiting founded on five core principles: Transparency – Flexibility – Efficiency – Agility – Inclusivity.

We teamed up with ClimatePartner on 2022 to offset our emissions and move toward being a more environmentally friendly company and we are proud to now be officially Carbon Neutral Certified.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 8845