Service Desk Analyst

J&M Group; Calgary; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading company in Calgary is seeking an IT Support Technician to provide first-level support for IT requests and incidents. The role involves troubleshooting software and hardware issues, assisting users through various channels, and ensuring high customer satisfaction. Candidates should have a background in IT, with at least 2 years of experience in technical support and knowledge of ITIL and Active Directory.

Qualifications

• 2+ years of Technical Support or Help Desk experience.
• Knowledge of Active Directory and Office 365.
• Certification related to ITIL v3 is a plus.

Responsibilities

• Provide first-level support for IT requests and incidents.
• Identify and solve software and hardware problems.
• Document new technical solutions in the knowledge base.

Skills

Technical Support

Customer Service

Problem Solving

Critical Thinking

Education

Background in Information Technology or Computer Science

Tools

ServiceNow

Microsoft Teams

Bomgar

Job description

Tasks / Performance TargetsField/Tasks

" Provide first-level support to the customer in relation to IT requests and incidents including software and hardware-related issues not limited to desktops (support involves mobile com-puters and other mobile devices).

" Assist users over the telephone, through e-mail, voice mail, chat, over the web interface, and other channels customers reach out to Service Desk seeking IT support.

" Identify and solve software and hardware problems by giving step-by-step instructions.

" Provide advanced support to customers PC using remote control tool.

" Effectively communicate with other team members, 2nd and 3rd Level technical teams, and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations, and reach SLAs.

" Handle and document all incoming requests or incidents within the contractually agreed timeframes in the IT Service Management tool. Own the ticket throughout its life cycle and en-sure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to the appropriate IT team: Network, Server, Application, or other Support teams, and ensure cases timely resolution.

" Log all contacts in the helpdesk tracking database or tool simultaneously while handling the call

" Instruct users on usage of application systems.

" Recommend procedure modifications and improvementsKnowledge Management

" Learn and implement new technologies, tools, processes, and policies.

" Document new technical solutions in the knowledge base, suggest improvements to the exist-ing ones and facilitate knowledge transfer when needed.

" Document and share best practices and lessons learned with other colleagues.

" Attend all training sessions as per the training planQuality Management, Policies, and Procedures

" Understand quality requirements and aspects of the account and work according to those regu-lations reaching outlined Key Performance Indicators.

" Ensure a high level of customer satisfaction.

" Learn and adhere to Client and customers' policies and procedures.Other Tasks and Responsibilities

" Actively participate and share ideas in team meetings and individual feedback sessions.

" Perform any other task given by the supervisor which belongs to the scope of this position by its nature and where an associates experience or associates education meets the require-ments to perform the task in question.

Essential Skills

" Background in Information Technology, Computer Science, or equivalent

" 2+ years of Technical Support, Help Desk, Customer Service experience of equivalent in multiple channels

" Knowledge of Active Directory, Office 365, and ITIL

" Knowledge of service desk software such as ticketing and remote-control tool (ServiceNow, Microsoft Teams, Bomgar)

" Certification related to ITIL v3 is a plus

" Critical thinking, excellent analytical and problem-solving skills.