ABOUT THIS CAREER OPPORTUNITY
Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is located in Vancouver, BC and typically reports directly to the Service Desk Team Lead.
The Service Desk Analyst provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, network, and related computer systems and peripheral devices. Using effective communication, technical and analytical skills, support is provided by phone, email, and/or using a ticket management system.
The Service Desk Analyst will be responsible for the following duties and responsibilities:
- Communicate comfortably to employees at all business levels
-
Handle telephone calls, e-mails and other requests for support in a skilled and professional manner
-
Administer and maintain user accounts, permissions and access rights (Active Directory, Exchange, BES, etc.)
-
Setup all equipment, including hardware and software upgrades and provide ongoing support
-
Track, monitor and accurately document requests to timely resolution and follow up as needed
-
Utilize resources such as knowledge bases, help desk tools, and websites to provide solutions to end users
-
Identify and escalate priority incidents to next level support and/or 3rd party vendors
-
Functional knowledge of current technologies, protocols, and standards
-
Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company's operations
-
Other duties as assigned
COMPETENCY REQUIREMENTS
- Change Orientation
-
Communicates Effectively
-
Problem Solving and Innovation
-
Teamwork and Collaboration
EDUCATION REQUIREMENTS
- Post-secondary education in a related field
WORK EXPERIENCE REQUIREMENTS
- 1–3 years of experience in a similar role
-
Experience with IT ticketing systems
SKILLS, ABILITIES, AND OTHER REQUIREMENTS
- Proficient in Windows Operating Systems and Microsoft Office applications
-
ITIL, A+, and Net+ or similar certification would be an asset
Black & McDonald welcomes and encourages applications from persons with disabilities. Accessibility accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.
