IT Service Desk Analyst

  • Burnaby
  • Refrigerative Supply Limited
Scopeof the positionYou are a self-motivatedachiever who gains satisfaction from providing excellent customer service andthrives in a high-paced team environment. This role includes handling servicerequests, incident management and administrative duties. You are excited about working in a high-pacedenvironment that provides multiple opportunities to tackle a wide variety ofcomplex problems. You are able to managetasks in a timely manner and handle a diverse workload. You are a team player who is not only willingto learn, but also willing to pass knowledge on to your teammates. This role will expose the successfulcandidate to a large scope of technical opportunities while working in apositive and fun environment.As a key member of the IT Team,the IT Service Desk Analyst will work closelywith Operations to support business applications, end user equipment, business,and IT processes. Dutiesand Responsibilities-Provide Tier 1 and 2 technical support to RSL Branches,Warehouses and Admin Offices.-First point of contact for incoming support requests to ensurecourteous, timely, and effective resolution of end-user issues. -Understand and support the technologies used by RSL.-Resolve problems and liaise with customers to find ways tocontinually improve services and processes, and keep customers informed ontheir problem status/resolution. -Troubleshoot issues and make decisions to assess customerpriority and impact. Escalate issues tosenior support if required. -Use remote tools and diagnostic utilities to aid introubleshooting. -Research solutions through internal and externalknowledgebase as needed. -Setup, deploy and troubleshoot PC's, peripherals, andprinters, etc. -Identify, prioritize, and perform service requests based onthe demand and defined SLAs. -Work with other IT team members to resolve issues and make processimprovements. -Provide IT business and application support services forprojects, special tasks and requests.Skillsand Qualifications-Technical Diploma or Universitydegree in Computer Science or related filed-Microsoft MD100/101, COMPTIA A+and ITIL certifications is desired.-2 plus years’ experience in an EndUser Support Role.-2 plus years supporting Windows 7and 10 Operation Systems-2 plus years supporting Office 365\ Teams.-2 plus years supporting ITEquipment and Hardware.-Intermediate knowledge of Azure, WindowsServer, Active Directory, Routing and Switching.-Technical IT Systems and Equipmentknowledge & troubleshooting skills is a must.-Ability to take direction andfollow practices and procedures consistently and accurately-Excellent communication and timemanagement skills -Ability to work independently aswell as in a team environment.-Intermediate understanding of data warehousing principles, ERPsoftware, SQL, SSRS and other reporting applications.Otherresponsibilities-Requires travel throughout Western Canada.-Follow company policy and procedures.-Practice honesty and integrity in customer and vendorrelations.-Positively and professionally represent our company. -Other related duties that may arise.