Service Desk Analyst

TieTalent; Halifax; On-site; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Desk Analyst to enhance customer service and operational efficiency. In this dynamic role, you will be responsible for delivering responsive business process services, resolving operational issues, and maintaining high customer satisfaction levels. The ideal candidate will possess advanced IT skills, a customer-focused attitude, and the ability to effectively communicate with stakeholders. Join a forward-thinking company that values diversity and inclusion, and be part of a team that drives innovation and excellence in service delivery.

Qualifications

• Proven troubleshooting experience with advanced IT and PC skills.
• Strong communication skills and customer-focused attitude.

Responsibilities

• Deliver efficient service to customers, ensuring SLA compliance.
• Provide first-line diagnosis and resolution of incidents on the Service Desk.

Skills

IT and PC skills

Troubleshooting

Print management applications

SQL administration

Communication skills

Customer-focused attitude

Vendor management

Organizational skills

Job description

About

Change your job, change your workplace, change your future... We are actively building diverse teams and welcome applications from everyone.

Role: Service Desk Analyst

Located: Halifax

Package: Competitive salary, plus bonus and additional company benefits

About Ricoh

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools. Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable. Find out more about Ricoh today.

What you will be doing

1. Deliver an efficient and responsive business process service to the customer, meeting SLA’s and ensuring customer satisfaction.
2. Help solve operational problems quickly and efficiently to ensure the most effective service.
3. Build relationships with users, manage their expectations, and resolve operational issues to maintain high customer service levels.
4. Carry out any reasonable requests from the line manager to meet business needs and client expectations.
5. Provide first-line diagnosis, resolution, and escalation of incidents and service requests on the Service Desk.
6. Maintain the Managed Print Solution, including servers, print queues, user administration, and configuration, ensuring maximum availability and SLA compliance.
7. Assist with the IT asset management process, including installation, move, and delete (IMACD) requests, ensuring timely delivery and setup within SLA.

Ideal candidate qualities

• Advanced IT and PC skills with proven troubleshooting experience.
• Knowledge of print management applications and utilities.
• Basic SQL administration skills.
• Strong literacy and numeracy skills.
• Excellent communication skills at all levels.
• Good understanding of customer requirements and business acumen.
• Customer-focused attitude.
• Understanding of third-party vendor management.
• Ability to communicate professionally and confidently with internal and external stakeholders.
• Flexibility, adaptability, and ability to work under tight deadlines.
• Self-motivated with organizational and motivational skills for self and team management.
• Experience in managing high-performing teams.

We are open to discussing adjustments to the recruitment process if needed. Ricoh is committed to diversity and inclusion, ensuring equal opportunity for all applicants and employees, regardless of protected characteristics. We support employee-led affinity groups and promote a diverse, inclusive work environment.

Nice-to-have skills

• Troubleshooting
• Vendor Management
• Location: Halifax, Canada

Work experience

• Systems Administrator

Languages

• English