Job: Service Desk Analyst

COMPANY:	People To Go
LOCATION:	Burlington, ON
JOB REFERENCE:	BBBH2736
CLOSING DATE:	2013-12-25

Type: Full Time, Permanent

Overview of role:

Our client currently has an opening for a Service Desk Analyst to join their team in Burlington. The Service Desk Analyst will be responsible for delivery of first line technical support for all customers. You will provide excellent customer service while working closely with IT colleagues, partners, suppliers and customers to provide a single point of contact to log, fix, and process IT related requests.

Responsibilities:

• Provide technical first line support/resolution during standard working hours to all customers
• Work overtime as and when required to complete tasks
• Deliver best practice call management to ensure that all calls are logged in a consi stent manner within the ConnectWise Incident Management System
• To ensure all calls are updated and resolved within SLA targets.
• To endeavour to provide an ‘above customer expectation’ service.
• Maintain static data as directed within ConnectWise
• Manage user accounts for the network, email and applications for managed service customers
• Take part in knowledge sharing activities to include both customer and technical knowledge sharing.
• Undertake first line resolution activities
• Logical diagnosis of system errors to establish appropriate escalation or resolution.
• Undertaking of daily monitoring and system administration tasks from checklists.
• Updating system\support documentation and procedures.
• Appropriate escalation of high priority incidents to specialist analysts and senior management.

Required skills:

• 1 year experience on a help desk
• Good experience with Microsoft Office, Outlook, Exchange Server
• Basic troubleshooting skills
• Connect Wise is an asset, but training will be provided

TO APPLY:

Please email your resume to:
neilrenton.15804.4967@peopletogo.aplitrak.com

Quote Job Reference: BBBH2736

Posted 2013-11-26