Service Desk Analyst

SUMMARY

Reporting directly to the Team Leader, the Service Desk Analyst provides first level support for all technical issues, for hardware, applications and infrastructure, experienced by BGIS users. Escalates as required to ensure prompt and efficient resolution of the client’s issues, balancing between minimizing the impact on our client’s productivity and the financial impact on the entire organization. The agent is expected to work in a shift work environment.

KEY DUTIES & RESPONSIBILITIES

• Responds to inquiries from a wide variety of channels including (but not limited to) phone, email voice mail, instant messaging and walk-up clients from corporate offices, customer site locations, regional users and, in ever-increasing numbers, work-from home clients, to extract information and trouble shoot to resolve hardware, application and infrastructure issues.
• Provides first level support for all hardware and application issues to resolve problems promptly and efficiently and escalates issues as required.
• Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve issues efficiently.
• Documents relevant issues and resolutions to ensure recurring problems are identified.
• Logs support calls into the call tracking system to ensure accurate documentation is completed.
• Provides training for new employees to ensure systems, processes and procedures are uniformly utilized in the department.
• Prioritize and manage incidents, service requests and emails and other day to day tasks
• Manage user accounts and permissions, setup email accounts and network shared folders
• Identify recurring problems and report them to the relevant support teams, and provide necessary workarounds, fixes, and resolutions to the clients
• Assist with maintaining Incident and End User Request Management process
• Maintain responsibility for off hours support (24/7) on a rotating schedule
• Occasional participation in project/assignment work may be required and must be accomplished in addition to main responsibilities as call-takers
• Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
• Monitor call volumes and queue wait times to ensure customers are being serviced within the department ASA
• Prioritizes urgency to ensure business impact is minimized.
• Respond to Team Leader requests for priority issues and provides resolutions accordingly to minimize impact on the business. These priority issues requests must be accomplished in addition to main responsibilities as call-takers

EDUCATION REQUIREMENTS

• Community college diploma or equivalent training and hands-on experience
• Additional courses in, or knowledge of Microsoft Office and LAN/WAN procedures would be an asset

JOB-RELATED EXPERIENCE

• Minimum of 2-3 years of experience in a Service Desk environment, or equivalent hands-on experience, training and education, as well as hands-on technical support experience in a Windows environment

KNOWLEDGE & SKILLS

• Excellent customer service, communication and analytical skills
• Experience with service desk software (LANDesk) an asset
• Problem identification and root cause analysis
• Ability to organize and prioritize work in a fast-paced, changing environment
• Strong analytical, communication, and customer interfacing skills
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues
• Strong communication and customer service skills
• Be Inquisitive and analytical, always looking for things that can lead to systems outages
• Be flexible, creative and resourceful, able to “connect the dots”
• Be a great communicator with the ability explain issues to clients with a wide variety of experience and confidence with technology quickly and concisely

Licenses and/or Professional Accreditation

• CompTIA + or working towards certification