Level 1 Service Desk Analyst

This is a Full Time Job

Service Desk Analyst (L1/Associate)

658 Homer Street., Suite 405, Vancouver, BC, V6B 2R4

Project based, Full Time

Language in work environment - English

Job Summary

As a Level 1 Service Desk Analyst, you will be the first line of support for the organization, receiving incident reports and service requests from internal clients, recording them in the ITSM system, resolving where possible and escalating them to Level 2 or 3 if you are unable to resolve them. You will also be assigned to certain projects or other initiatives as time permits. The successful candidate will be an ambassador for fostering positive change.

Education, Qualifications and Experience

Formal Education
• Bachelor’s degree, with a preference for Computer Science, Engineering or other technical degree or relevant experience

Professional Certifications
• ITIL Foundation Certificate

Experience
• 2 years’ experience working on a helpdesk or other customer service role, preferably in a Media related industry
• Experience in customer service management techniques
• Experience working in a Linux or Windows environment providing technical support
• Experience working with FreshService or a similar service management system
• A true team player with great communication and interpersonal skills

Skills and Responsibilities

Customer Service Support
• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved calls as appropriate
• Maintains records, informs users about the process and advises relevant persons of actions taken

Incident Management
• Provides first line investigation and gathers information to enable incident resolution and allocate incidents
• Accurately logs, categorizes, and prioritizes all incoming incidents from various channels, ensuring all necessary information is captured for an efficient resolution process.
• Advises relevant persons of actions taken
• Acts as a key communication point during IT service interruptions, ensuring stakeholders are informed according to established procedures.
• Accountable for achieving key performance indicators (KPIs) such as First Contact Resolution (FCR), Time to Resolution (TTR), and customer satisfaction (CSAT) scores.

Systems Installation and Removal
• Follows agreed procedures to perform simple installations, replace consumable items and check the correct working of installations
• Documents and reports on work done

Network Support
• Assists in the investigation and resolution of network problems

Application Support
• Assists in the investigation and resolution of issues relating to applications

Security Operations
• Performs simple security administration tasks. Maintains relevant records and documentation

Knowledge Management
• Maintains knowledge management systems and content to meet business needs

Asset Management
• Uses agreed procedures to maintain an accurate register of assets
• Performs activities related to the administration of assets

Other
• You will establish a clear understanding of the company's vision, goals and strategy and actively contribute to the achievement of the goals and execution of the strategy
• Results-oriented with a history of consistently meeting deadlines
• Excellent written and spoken technical English
• Ability to communicate in French an asset
• Ability to work with distributed teams

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