Service Desk Analyst
Vancouver, BC, Canada
Visier is seeking a Service Desk Analyst with an analytical mindset, elevated communication skills and a passion for problem solving to provide fast and reliable support and service for our internal teams based in Vancouver and remotely.
As a member of Visier’s Information Technology Department’s Service Desk Team, the Service Desk Analyst will be responsible for providing initial support to our internal company base. They will demonstrate a high level of communication skills, service excellence, and troubleshooting ability to quickly and effectively resolve issues for all internal members of the organization.
As a Service Desk Analyst they will be interacting with all levels and disciplines of the organization, and as such will have the ability to interpret issues or requests from all the separate departments of the business and effectively communicate with these coworkers. Being a self starter with strong time management skills and an understanding of prioritization will be key to succeed in this role.
What you'll be doing...
Providing Tier 1 support via phone or remote control to provide assistance on a variety of hardware and software issues including hardware/operating system support, peripheral devices, communication problems, application support, basic network support issues and system access issues
Performing centralized administration duties such as setting up new Network/email accounts, password resets and changing access levels in various applications/drives
Supporting collaboration tools such as G Suite (Drive, Docs, Gmail), Slack, Jira/Confluence, etc.
Uses appropriate communication skills and questioning techniques to assess customer needs in a timely manner.
Maintaining and documenting system procedures and processes
Providing follow-up client contact to ensure satisfactory resolution of requests and to solicit input concerning need for support services
Ensuring quality of the incident record prior to resolving the incident
May be asked to perform other duties as required
What you'll bring to the table...
Post-secondary education and minimum 1+ years experience in a technical-focused Service Desk, Helpdesk or Desktop environment dealing with hardware & software issues
Extensive knowledge of desktops, laptops, printers, mobile devices, and all peripherals including audio/video devices
Exceptional ability to support Mac and Linux operating systems
Must have excellent English oral, comprehension and written communication skills and ability to convert technical terms into everyday language to ensure understanding
Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills
Experience using an IT Service Management tracking system such as ServiceNow is an asset
Customer service or Service Desk certification training an asset
Knowledge of ITIL Foundations is an asset
Ability to lift/carry/move up to 50lbs
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