Service Desk Analyst

Eminence Organic Skin Care; Vancouver; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A leading company in the skincare industry is seeking a Service Desk Analyst to provide technical support both in-person and remotely. The role involves troubleshooting, hardware setup, and user support in a hybrid work environment. The ideal candidate will have strong communication skills and a passion for technology, ensuring smooth operations for all users. Join a collaborative team dedicated to delivering exceptional service and support.

Qualifications

• 3-6 years of experience in technical support in a busy office environment.
• Ability to install software and hardware.

Responsibilities

• First point of contact for all technical support calls.
• Log tickets into the JIRA Ticketing system.
• Resolve hardware and software technical issues.

Skills

Troubleshooting

Communication

Customer Service

Tools

JIRA

Remote Desktop Connection

MS Teams

O365

Job description

Core hours : Monday to Friday from 8am – 4 : 30pm PST

We value collaboration, both in-person and remotely. This position is classified as Hybrid under our Hybrid Work Program Policy, where this position is required to be onsite 3 days per week.

Role Summary

As the Service Desk Analyst, you will be responsible for providing users with hardware setup, password resets, email troubleshooting, and general desktop application support. You will also be responsible for configuring new PCs, supporting printers, deploying technical equipment, and logging all technical support calls into the ticketing system. This role will require you to have a strong passion for troubleshooting and supporting users remotely and in the office setting. You will be reporting directly to the Service Desk Manager.

Responsibilities

• First point of contact for all technical support calls
• Log tickets into the JIRA Ticketing system
• Prioritize and troubleshoot issues either in person or using remote control software
• Resolve hardware and software technical issues
• Remediate all workstations, software patches, updates, and upgrades
• Deploy technology equipment for new users and set up hardware, including workstations, telephone and printers
• Assist with keeping build images and workstation deployment methods up to date
• Maintain inventory tracking and update the inventory logs of supplies, users, UP, service tags etc.
• Maintain project and network related documentation, and documentation on user processes, hardware, and software
• Inform users of incident / service request status, new systems ,procedures, and updates
• Conduct technology onboarding for new Team Members

Qualifications

• 3-6 years of experience in providing technical support in a busy office environment
• 3-6 years of experience providing front-line technical support for computers
• Demonstrated ability to install software and hardware
• Demonstrated ability to create and maintain new Users via Exchange or Active Director / AD Manager
• Ability to facilitate support sessions using Remote Desktop Connection and other remote-control tools
• Experience in Windows installation and troubleshoot including MS Teams administration and O365 management
• Experience in basic networking and cable management
• Ability to solve issues with third-party hardware and software vendors
• High level of accuracy, attention to detail, communication skills, and customer service skills
• Ability to exercise diplomacy and discretion and to handle highly confidential information appropriately