Shift Timing: 8:30am to 5:30pm - Spanish speaking would be a plus!  Description:

The Service Desk Analyst I provides first support for all internal customers to identify, investigate & resolve technical problems for any of our supported software & computing platforms in a professional & courteous manner. This position is to pursue first-call resolution including analysis & determination of probable cause by monitoring internal help desk system for the delegation, assignment and/or completion of trouble tickets.

Principal Accountabilities

• Provides primary Help Desk and troubleshooting support, while ensuring they are logged/monitored in ServiceNow. Works with other members of the Information Systems Department to troubleshoot more complex user technical problems.
• Takes primary responsibility for troubleshooting, researching and testing solutions to technical issues.
• Will play a key role in technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware, and preparing documentation.
• Must demonstrate strong customer service and team skills, including a patient, approachable demeanour and strong listening skills at all times.
• Performs predetermined work assignments with detailed instructions.
• Follows established guidelines, procedures, and policies.
• Works on assignments that are semi-routine in nature where the ability to recognize deviation from accepted practice is required.
• Contributions are usually limited to assignment related activities
• Escalate tasks to the correct support group for resolution when needed.
• Provide follow-up if necessary to ensure resolution has been met.
• Pursue First-call resolution when possible, including analysis & determination of probable cause by monitoring internal help desk system for the delegation, assignment and/or completion of trouble tickets.
• Dealing with dynamic and complex business and IT infrastructure environment. Supporting ongoing changes and integration efforts. 24/7 support operations.

Qualifications/Requirements

• General awareness of computer systems, PC repair, and network management
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Ability to deploy, configure, and support operating systems on desktop and mobile
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
• Strong communication skills
• Microsoft office skills strongly preferred
• Must be highly customer focused.
• Familiar with IT standards and processes.
• Collaborative style of communication.
• Sets priorities and drives results.
• Follows values.