Service Desk Technical Analyst Jobs

The Service Desk Analyst will support our clients enterprise Information Technology Service Management Program.

Support the following Service Management functions.

Asset, Change, Incident and Problem Management.

Experience with ServiceNow is a plus.

ITIL certification is a plus.

Excellent communication, collaboration, and facilitation skills.

Proficient knowledge in software based ITSM tracking tools. Experience with ServiceNow is considered an asset.

Diagnose and resolve technical hardware and software issues utilizing the Service Desk Knowledge Base.

Contribute technical content and departmental procedures to the Service Desk knowledge base.

Completion of post-secondary degree or certificate and/or 2 years’ experience in a diverse technology and customer service-focused role.

Good communication skills in French and English, both written and spoken.

Solid experience and training in troubleshooting hardware and software-related issues and providing Service Desk functions.

Follow all standard operating procedures through the effective use of knowledge management.

Communicate with customers at all levels of technical and non-technical skills sets.

Excellent communication skills, both verbal and written.

Excellent analytical and problem-solving abilities.

Ability to manage effective relationships with end users and 3rd parties.

2 to 3 years service desk experience, and the aspiration to grow into a senior technical role.

Experience with IT knowledge management and crisis communications processes

Participate in the Major Case Management process; providing external outage notifications and communicating root cause findings

Contribute to an IT knowledge databaseby maintaining high quality, up-to-date, and searchable content for audiences of varying skill level

Establish writing guidelines based on knowledge base best practices and ensure we are achieving or surpassing them

Manage and update the Service Desk communications support documentation to ensure it reflects Celero's current policies and practices

2+ years' experience in increasingly progressive communications-oriented roles; experience in financial services or technology is an asset

Provide deskside support for calls that cannot be resolved over the telephone or via remote management

provide deskside support for calls that cannot be resolved over the telephone or via remote management

Log all user interactions (incoming and outgoing) into our call-management system

Microsoft knowledge and experience in desktop and Office tool support

Salaries are based on qualifications and experience and typically range from $66,000 to $77,645 (job grade 14)

log all user interactions (incoming and outgoing) into our call-management system

· Documenting, logging and tracking all calls, e-mails, voicemails and drop-bys using case management software.

· Managing escalation and retaining problem ownership (track call, remote control, research and update knowledgebase).

· Providing remote access (home) telephone support.

· Minimum of 1-2 years of related experience

· Excellent written and verbal communication and interpersonal skills.

· Experience supporting IOS Mobile Devices.

Superior written and verbal communication skills, as well as the ability to work under difficult situations under pressure.

Ability to be diplomatic with difficult individuals is a premium skill for this position.

Ability to manage multiple situations and prioritize accordingly.

Basic knowledge of mainframe terms and environment.

Additional Position Functions And/or Responsibilities

Candidates must be bi-lingual (English/French) to be considered for this position and apply.

Special Knowledge, Skills, and Abilities

Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)

Familiar with ServiceNow Incident Management System

Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%)

Excellent written and oral communication skills

Excellent customer service and conflict resolution skills

Experience with IT issue tracking or service management system (i.e. ServiceNow, iSupport, Request Tracker)

Experience with remote desktop software (i.e. SCCM, ShowMyPC etc.)

Effective management of priorities and multiple deadlines

Hands-on experience in a Help/Service Desk role

Microsoft, HDI or A+ Certifications

Solid working knowledge of Microsoft products (Windows 10, Word, Excel, PowerPoint, Outlook)

Support and manage current standards for hardware and software

Degree or diploma in Computer Systems or an IT related discipline; Experience and significant on the job experience in Information Technology;

Demonstrated experience in image creation, maintenance, deployment and support in an Information Technology organization;

Experience installing and maintaining end-user device configurations.

Strong written and verbal communications skills.

Provide technical support to the end-user community;

High School Diploma, GED, or equivalent skills and experience

Technical certifications or experience in CompTIA A+ and Microsoft.

Solid knowledge and demonstrated experience using desktop products and operating systems.

Comprehensive benefits plan and excellent employee discounts;

Contribute technical content and departmental procedures to the Service Desk knowledge base

1-2 years of experience in a diverse technology and customer service-focused role

Deep knowledge and technical proficiency gained through extensive education and business experience.

Facilitates discussions and follows a structured approach to plan, elicit, analyze, document, communicate and manage requirements with stakeholders.

Broader work or accountabilities may be assigned as needed. Qualifications:

Manages complexity across business value, technology, and interaction models.

Works with project stakeholders to validate their requirements and analysis models via techniques such as reviews and walkthroughs.

Ensures system specifications meet expectations/requirements, and negotiates solutions.

Time management. Ability to prioritize & manage several task s with minimal supervision

Ensure all IT support is delivered with a focus of client experience and satisfaction

Collaboration. Partners effectively with teammates to deliver an exceptional experience

Education. Related post-secondary education Degree or Diploma in an IT discipline or equivalent

ITIL certification would be an asset

Accurately resolve client concerns or triage to the appropriate support teams

Experience with ticketing systems, ideally ServiceNow

3+ months service desk experience

Great communication skills and active listening

Are you looking to build your experience within a service desk support role?

Service Desk Technician | Toronto, ON | CAD$40k - CAD$48k

Do you enjoy integrating and communicating with clients and end users?

Inform management of recurring problems

BH – Service Desk Analyst - Contract - Full Remote (Victoria, BC)

·Post-secondary degree or diploma in Computer Science, or an IT related discipline and/or IT Service Desk experience.

Provide 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

Uses superior customer service, troubleshooting and questioning skills to diagnose and resolve problems in a courteous and timely manner

Keeps abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications

Individuals with experience supporting clients in a LAN/WAN environment is an asset

Windows Operating Systems and Microsoft Office product support knowledge is preferred

Customer support experience within a dedicated call center environment

Comfort assisting people of all levels of technical abilities

Assist with cleanup, organization and management of IT inventory at the Edmonton office.

Intermediate ethernet network troubleshooting experience basic understanding of routing, TCP/IP,

Imaging of PCs and applying configurations to Cisco network switches.

Familiarity with Cisco command line interface and commands for troubleshooting network and switch issues.

familiarity with Cisco command line interface and commands for troubleshooting network and switch issues.

Excellent time management skills and the ability to set priorities when covering multiple issues.

Proficiency in customer relationship management (CRM) and task management software.

Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.

At least two years' experience in an IT performance analysis and end-user support role.

In-depth and current knowledge of computer programs and hardware.

Excellent problem-solving abilities to devise technical and original solutions to user problems.

React to, act on, and manage incoming requests and monitoring alarms, prioritizing according to business needs.

Manage small to medium projects including upgrades, new services, service changes including end-user impacts.

3+ years experience in a help desk support role.

Excellent customer service skills and multi-tasker.

Experience with Microsoft products, O365, Intune.

A combination of technical background and client-facing sales support experience.

First or second contact for Incident Management related to support area

3 years + of experience

Tier 2 support of desktop hardware and applications and peripherals. As well as connectivity troubleshooting.

New user, transfers and terminated employee equipment setup and processing - procurement, telephony, mobile, application setup

Inventory tracking of PCs and Desk phones and mobile devices

Tier 2 triage of incident tickets, automated alerts and escalation to support teams