Analyst, Service Desk

Responsibilities:

• Coordinate incident and request handling processes
• Assessing, prioritizing, and fulfilling user requests and follow up as needed
• Provide first level incident and request resolution as first call resolution (FCR) when possible
• Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure)
• Provide accurate description, information, and resolution notes into ticketing system
• Manage Active Directory, BES, and a variety of ERP accounts and services
• Manage users' expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner to handle.
• Work with team members and other IT members to ensure a consistent level of service
• After Hours support when scheduled (Weekly rotation between members of the Service Desk Team)
• Support Hardware and Software installations and configurations as defined by current standardized procedures
• Assist with the development and preparation of various processes and procedures, documentation, and projects.
• Maintain integrity of PC and communications asset management
• Seek opportunities to improve user satisfaction

Education & Certifications:

• Post-secondary education in a related field

Qualifications:

• Strong communication skills (verbal and written)
• Working knowledge of MS Office applications
• Strong troubleshooting skills
• Understanding of Remote Connectivity (i.e. Modem/Dial-up/VPN)
• Strong working experience in web-based products and web browsers
• Knowledge of various Windows Operating Systems
• Good phone communication manner
• Customer Service driven