Service Desk Analyst

Website Microserve

SERVICE DESK ANALYST

About us:

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 450 team members and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients. Our team members work in a hybrid environment with a blend of days in-person and work from home.

At Microserve we truly value our co-op students and all their excitement, eagerness to learn and contributions to our successes. Therefore, as a Microserve Co-op for an 8-month term you are eligible for a co-op pay review that ties directly to your performance after the completion of your first term (4-months). This 4-month term co-op completion performance review will be completed by your direct leader which would then directly impact your eligibility for a wage increase for your second term. More information will be provided directly to each co-op who joins Microserve about this program.

Position Overview and Summary:

Microserve is looking for a Service Desk Analyst to join our team in Burnaby, BC. Do you want to use your expertise in IT and connect to a leading IT company in Western Canada and make a difference? As our Service Desk Analyst within our organization, you’ll do just that. The key role of a Service Desk Analyst is to provide first-level technical support for all business and technology inquires for our external clients and internal teams through phone, email, and in person assistance. You will respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Service desk analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that our external clients and internal teams can access and utilize the software and resources they need for work.

KEY RESPONSIBILITIES

  • Provide Tier 1 and 2 technical support for end user computing issues
  • First point of contact for incoming support requests to the Service Desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues
  • Resolve problems and liaise with customers to find ways to continually improve services and processes, and keep customers informed on their problem status/resolution
  • Troubleshoot issues and make decisions to assess customer priority and impact, and escalate issues to senior support if required
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Research solutions through internal and external knowledge base as needed
  • Setup, deploy and troubleshoot PC’s, peripherals and printers
  • Log incoming Hardware/Software service requests into our service management system and manage tickets through successful completion
  • Identify, prioritize, and perform work activities based on the changing needs of the work environment
  • Clearly compose and deliver verbal and written information for technical and non-technical audiences to convey, explain, and educate customers on technical information and product
  • Record, track, and document the service desk incidents, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Monitor helpdesk tickets assigned and respond to issues identified by the end-users in a timely manner
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs
  • Work with other IT team members as appropriate to resolve technical problems and make improvements
  • Continuous call monitoring and follow up with client and staff -no call is completed until the client is 100% satisfied
  • Provide IT business and application support services for projects and special requests
  • Contribute to technician knowledge base as needed
  • Help support peer training for new team members as required

QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Working towards a Bachelor’s degree in Computer Science or related field is preferred
  • Technical computer knowledge & troubleshooting skills is a must
  • Demonstrated professional experience in a fast paced, customer service-oriented role
  • Excellent verbal and written communication
  • Must have the ability to multitask and prioritize effectively

CORPORATE RESPONSIBILITY

Employee will understand, meet and live our core values Will Sweep Floors, Openness, Flexibility, Not Stuff, Customer Driven

Application Process:

  1. Click the link and fill out the BC Tech Digital Lift Intern Application
    • Indicate “Service Desk Analyst” in application
  2. Click apply below

Tagged as: analyst, communications, customer, service, success, support, technical

To apply for this job email your details to mikaelan@microserve.ca


You can apply to this job and others using your online resume. Click the link below to submit your online resume and email your application to this employer.