CA - Service Desk Analyst
Crawford & Company
Kitchener, ON, CA
6d ago

Position Summary

We are currently recruiting for a Service Desk Analyst to join our IT teamto work remotely in Ontario, Canada.

The successful candidate will be responsible for the following :

  • Relationship Management Maintains communication with key stakeholders on all open incidents to ensure impacted end users are aware of status.
  • Issue Resolution Gathers data and provides basic troubleshooting techniques for all computer and software issues. Ability to apply basic analytical skills and present facts to ensure proper problem determination.
  • Resolves all technical support issues, tracks and documents pertinent information in a timely manner according to procedure.

    Works with other service desk team members and infrastructure team collaboratively and owns the incident through to resolution.

  • Framework Provide feedback to management on areas to improve the overall operating model of the service desk
  • Governance - Follows prescribed processes to meet the requirements set out in regards to our governance models such as SOX and data security compliance.
  • Documentation Provides feedback and assists with updating best practices and processes to ensure currency for other team members.
  • Reporting Provide status reporting as required to management.
  • Requirements

  • 2+ years of progressive experience supporting end users either by a service desk or through desktop support
  • Experience collaborating on projects and / or providing mentorship on best practices and policies
  • Experience working in or leading a swarming service desk model
  • Process and procedure documentation
  • Ability to effectively prioritize and execute tasks in a high-pressure environment to drive results.
  • Excellent project management, ITIL aligned frameworks / processes skills.
  • High level of integrity, professionalism and attention to detail.
  • The ability to use initiative and work proactively.
  • Excellent customer service skills, including highly developed communication skills in all forms.
  • Demonstrable problem solving and analytical skills
  • Demonstrated ability to work in a team environment and multi-task to meet critical deliverable dates.
  • Outstanding communication skills and ability to communicate effectively with technical, business and executive staff (proposals, business communication, marketing writing).
  • Excellent organizational, analytical, project management and client relation skills are essential.
  • Experience writing detailed business requirements and business proposals for technology projects.
  • Solid knowledge and experience supporting the following technologies & productions : Windows 10Windows Server 2012+Office 2016+VDI (Citrix or VMware)LanDesk or other end point management systemMcAfee Encryption, Endpoint & AntivirusTCP / IP Networks & VPNActive Directory & Group Policy KnowledgePC Hardware SkillsITSM Ticketing ToolsRingCentral or other softphoneSmartphone support
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