Jr. Service Desk Analyst

Junior Service Desk Analyst

This position reports directly to the IT Operations Lead and will work closely with other members of the Technology and Application Management Services (AMS) departments. To be successful in this role requires the ability to balance creative and technical problem solving, business acumen, and collaboration to ensure our internal and external customers receive exceptional customer service and can access the services, systems, and resources needed to achieve their goals.

General Duties and Responsibilities :

• Provide Tier 1 support for end-user service and system inquiries and issues.
• Take detailed notes, determine steps to resolution, and manage the flow of incoming requests.
• Maintain and monitor incident/service requests in our ITSM tool (JIRA) while responding to issues in a courteous, timely, and appropriate manner.
• Troubleshoot issues and help determine business priority and severity, and escalate advanced incidents/service requests to Tier 2 or Tier 3 support when required.
• Resolve problems and continuously follow up keeping the customer informed on the status of their requests or issues while also working to determine how we can improve our services and processes.
• Maintain detailed records of incidents and service requests to assist with diagnosing and repairing complex issues, collecting data regarding recurring incidents and problems, and providing recommendations to prevent future problems.
• Assist with creating, editing, and maintaining IT documentations. This includes common issues or service request FAQs, departmental best practices and processes documentation, as well as notices or self-help documents to distribute throughout the organization.
• Assist with performing data analysis to determine the common incidents and problems that are occurring within the organization and make recommendations for system enhancements or business processes changes that will help us support our customers more effectively and efficiently.

Qualifications, Skills, and Abilities :

• College diploma or University degree in the field of Computers, Technology, or Business.
• 1-2 years experience in a Jr. business analyst or end-user support role.
• Excellent verbal and written communication.
• Demonstrated commitment to service excellence.
• Strong interpersonal, analytical, problem solving, and organizational skills.
• Passion for technology and business.
• Ability to work independently and as part of a team.
• Ability to multitask.
• High-bandwidth collaborator both in person and working remotely.
• Experience with Windows operating systems (7 and 10), Apple and Android devices, tablets etc.
• Familiarity with MS Office suite (Word, Excel, PowerPoint), as well as Office 365.
• Willingness to work toward ITIL certification.

This is a junior position that is an excellent opportunity to learn our business and the technology that enables it from the ground up. Technical and business skills can be acquired on the job; however, attitude and effort are critical to success and advancement in this role.

Job Types : Full-time, Permanent

Salary : $40,000.00-$50,000.00 per year

Benefits :

• Company pension
• Dental care
• Disability insurance
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off

Schedule:

• 8 hour shift