Technical Analyst

BQ INTERNATIONAL LTD.; Regina; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading company seeks a full-time Technical Analyst to provide 100% remote support. You will handle incidents, monitor technologies, and ensure exceptional service to clients. The ideal candidate will have a friendly attitude and strong technical knowledge across various platforms.

Qualifications

• Service Desk experience – 6 months required.
• Comfortable with a variety of basic software solutions.
• Demonstrated willingness to learn new tools.

Responsibilities

• Create incidents and provide solutions for L1 issues.
• Perform day-to-day support and monitoring of technologies.
• Troubleshoot a variety of first-level IT support issues.

Skills

Customer Service

ITIL Processes

Technical Terminology

Troubleshooting

Software Solutions

Tools

O365

Service Now

Job description

Our client has an immediate need for a full time Technical Analyst

Location: 100% Remote

Term: October 5, 2020 – March 31, 2021 with possible extension

Experience required:

• Service Desk experience – 6 months

Key accountabilities:

• Workflow processor who creates incidents, requests and provides solutions for L1 issues as part of the service desk
• Performs day-to-day support and monitoring of technologies and solutions
• Investigates, analyzes, and responds to incidents

Technical Knowledge:

• Comfortable with a variety of basic software solutions
• Demonstrated ability and willingness to learn new tools
• Familiarity with updating and using a knowledge base
• General knowledge of computer systems, analysis techniques, and ITIL processes

What we're looking for:

• A friendly attitude and exceptional customer service commitment
• The ability to work independently and with a high-performing team
• Understanding of technical terminology and concepts

What you'll need:

• In-depth knowledge of common software and operating systems
• Knowledge of O365
• Knowledge of computer hardware and peripherals
• Knowledge of iPhone and Android devices

Nice-to-have:

• Service Now experience

What you’ll do:

• Assist staff with common IT issues
• Process IT requests (emails) into incidents and requests
• Resolve issues with technology through one-on-one interactions
• Document common issues and update knowledge base
• Troubleshoot a variety of first-level IT support issues on different platforms and programs
• Answer questions and provide advice by phone, email or chat