Desk analyst Jobs

Service Desk Analyst
BGIS —Markham, ON
- $47,118–$58,897 a year
- Full-time
- Customer service
- Windows
- Microsoft Office
3d
Technical Analyst II, Field
Bird Construction —Vancouver, BC
- $60,000–$85,000 a year
- Full-time
- Customer service
- Analysis skills
- Organizational skills
Service Desk Analyst
University of Northern British Columbia —Prince George, BC
- $55,091.40–$65,228.80 a year
- Full-time
- Time management
- Relocation assistance
5d
Bilingual IT Support Analyst - Tier 1
EMCO Corporation —London, ON
- $50,000–$55,000 a year
- Full-time
- Hybrid work
- Bilingual
- Azure
- Microsoft Outlook
Quick apply
Service Desk Analyst
Western Financial Group Inc. —Victoria, BC
- $45,000–$55,000 a year
- Full-time
- Computer Science
- Customer service
- Communication skills
Quick apply
7d
Analyste Support IT / IT Support Analyst (Bilingual)
Keyloop —Montréal, QC
- Bilingual
- Azure
- Organizational skills
Service Desk Analyst
Compugen Inc —Calgary, AB
- Customer service
- Microsoft Office
- IT
7d
Tier 2 Help Desk Analyst
Keeran Networks —Edmonton, AB
- Communication skills
- Time management
Quick apply
Support Analyst
TransForm Shared Service Organization —Windsor, ON
- $32–$37 an hour
- Weekends as needed
- English
- Bachelor's
- Travel
- Wellness program
- Employee assistance program
Quick apply
IT Support & Business Systems Technician
Kinetic Custom Trailers Ltd. —Penticton, BC
- $70,000–$80,000 a year
- Full-time
- Azure
- Microsoft Outlook
- Computer Science
- Designated paid holidays
- Paid time off
Senior Analyst, Service Desk
Brookfield Renewable —Gatineau, QC
- On call
- Azure
- Microsoft Outlook
- Customer service
Quick apply
Benefit Analyst-Estate Desk
Royal Bank of Canada —Mississauga, ON
- Full-time
- Bilingual
- English
- Human resources
- Dental care
- Life insurance
3d
Front Desk Receptionist/Analyst
WG PRO MANUFACTURING INC. —Brampton, ON
- $45,000–$47,000 a year
- 8 hour shift
- Microsoft Excel
- English
- Administrative experience
Quick apply
Service Desk Analyst
Exchange Technology Services Inc. —Winnipeg, MB
- Full-time
- Azure
- Computer Science
- Customer service
Quick apply
4d
IT Support & Business Systems Technician
Kinetic Custom Trailers —Penticton, BC
- $70,000–$80,000 a year
- Full-time
- Azure
- Microsoft Outlook
- Computer Science
- Designated paid holidays
- Paid time off
Quick apply
Support Analyst - Kenora ON
FSET Inc. —Kenora, ON
- $67,600–$72,800 a year
- 8 hour shift
- Hybrid work
- English
- No university degree
- Travel
- Wellness program
- Disability insurance
6d
HELP DESK ANALYST
EPC Industries Limited —Amherst, NS
- Full-time
- Customer service
- Windows
- Microsoft Office
- Profit sharing
- Dental care
Quick apply
12d
Technical Services Analyst
Wenco (a Hitachi Construction Machinery subsidiary) —Richmond, BC
- $80,000–$90,000 a year
- Full-time
- Bilingual
- Computer science
- Computer Science
Quick apply
Repo Trading Support Analyst
BMO Financial Group —Toronto, ON
- $75,900–$141,900 a year
- Full-time
- Microsoft Excel
- Python
- Tuition reimbursement
- Life insurance
13d
Application Support Analyst
TFI Canada —Bolton, ON
- $68,000–$72,000 a year
- Full-time
- Azure
- ERP systems
- SQL
Quick apply
21h

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Service Desk Analyst

BGIS -
Markham, ON

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Job details

Full-time
$47,118–$58,897 a year
3 days ago

Qualifications

Customer service
LAN
Windows
Technical support
Microsoft Office
Analysis skills
WAN
College diploma
Communication skills

Full job description

SUMMARY

Reporting directly to the Team Leader, the Service Desk Analyst provides first level support for all technical issues, for hardware, applications and infrastructure, experienced by BGIS users. Escalates as required to ensure prompt and efficient resolution of the client’s issues, balancing between minimizing the impact on our client’s productivity and the financial impact on the entire organization. The agent is expected to work in a shift work environment.

KEY DUTIES & RESPONSIBILITIES

Responds to inquiries from a wide variety of channels including (but not limited to) phone, email voice mail, instant messaging and walk-up clients from corporate offices, customer site locations, regional users and, in ever-increasing numbers, work-from home clients, to extract information and trouble shoot to resolve hardware, application and infrastructure issues.
Provides first level support for all hardware and application issues to resolve problems promptly and efficiently and escalates issues as required.
Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve issues efficiently.
Documents relevant issues and resolutions to ensure recurring problems are identified.
Logs support calls into the call tracking system to ensure accurate documentation is completed.
Provides training for new employees to ensure systems, processes and procedures are uniformly utilized in the department.
Prioritize and manage incidents, service requests and emails and other day to day tasks
Manage user accounts and permissions, setup email accounts and network shared folders
Identify recurring problems and report them to the relevant support teams, and provide necessary workarounds, fixes, and resolutions to the clients
Assist with maintaining Incident and End User Request Management process
Maintain responsibility for off hours support (24/7) on a rotating schedule
Occasional participation in project/assignment work may be required and must be accomplished in addition to main responsibilities as call-takers
Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
Monitor call volumes and queue wait times to ensure customers are being serviced within the department ASA
Prioritizes urgency to ensure business impact is minimized.
Respond to Team Leader requests for priority issues and provides resolutions accordingly to minimize impact on the business. These priority issues requests must be accomplished in addition to main responsibilities as call-takers

EDUCATION REQUIREMENTS

Community college diploma or equivalent training and hands-on experience
Additional courses in, or knowledge of Microsoft Office and LAN/WAN procedures would be an asset

JOB-RELATED EXPERIENCE

Minimum of 2-3 years of experience in a Service Desk environment, or equivalent hands-on experience, training and education, as well as hands-on technical support experience in a Windows environment

KNOWLEDGE & SKILLS

Excellent customer service, communication and analytical skills
Experience with service desk software (LANDesk) an asset
Problem identification and root cause analysis
Ability to organize and prioritize work in a fast-paced, changing environment
Strong analytical, communication, and customer interfacing skills
Work well in a busy team, being quick to learn and able to deal with a wide range of issues
Strong communication and customer service skills
Be Inquisitive and analytical, always looking for things that can lead to systems outages
Be flexible, creative and resourceful, able to “connect the dots”
Be a great communicator with the ability explain issues to clients with a wide variety of experience and confidence with technology quickly and concisely

Licenses and/or Professional Accreditation

CompTIA + or working towards certification

This is a regular, full-time position with a salary range of $47,118 - $58,897 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

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