Service Desk Analyst
- New Westminster, BC, Canada
$30 to $44 CAD / hour · Contract
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Job details
- Pay
- $30 to $44 CAD / hour
- Job type
- Contract
- Apply by
- Working hours
- 37.5 hours per week
- Posting language
- English
- Posted
Original job description
Service Desk Analyst – Contract
New Westminster, BC | Hybrid – 2–3 days onsite per week
3-month contract with possibility of extension
37.5 hours per week
$30-36/hour T4 or $40-44/hour Incorporated
2 openings
We’re looking for Service Desk Analysts to provide first-level technical support and customer service within a large enterprise environment. This is a great opportunity for someone who enjoys troubleshooting, working directly with end users, and resolving technical issues while delivering a strong customer experience.
What You’ll Do
- Provide first-level technical support for end-user hardware, software, applications, network access and enterprise systems.
- Troubleshoot and resolve incidents and service requests within established SLAs.
- Diagnose issues and aim for first-contact resolution using available tools, automation and knowledge resources.
- Create, update, prioritize and close tickets using an ITSM platform.
- Escalate complex technical issues through established support channels.
- Provide users with status updates and follow through to ensure issues are successfully resolved.
- Support user account administration and access management, including account creation, group access and authorization requests.
- Assist users with applications, software and general technical questions.
- Maintain and improve technical documentation, knowledge articles and support procedures.
- Identify recurring issues and recommend opportunities for process improvement and automation.
- Communicate planned and unplanned system outages to users.
- Participate in scheduled after-hours/on-call support as required.
What We’re Looking For
- Previous experience in a Service Desk, Help Desk, IT Support or Technical Support role.
- Strong troubleshooting skills across hardware, software, applications, user accounts and connectivity.
- Experience working with an ITSM/ticketing system and managing incidents and service requests.
- Experience with account administration and access management.
- Understanding of incident escalation, SLAs and IT service-management processes.
More about this job
Responsibilities
Provide first-level technical support, troubleshoot and resolve user incidents and service requests, and manage tickets in an ITSM platform while meeting SLAs. Administer user accounts and access, communicate with users, maintain support documentation, escalate complex issues, and identify process improvements.
Requirements
Previous experience in a service desk, help desk, IT support, or technical support role is required, along with strong troubleshooting skills across hardware, software, applications, accounts, and connectivity. Candidates should have experience with ITSM ticketing, account and access administration, and an understanding of incident escalation, SLAs, and IT service-management processes.
Skills
- First-Level Technical Support
- Troubleshooting
- Hardware Support
- Software Support
- Application Support
- Network Connectivity
- Incident Management
- Service Request Management
- ITSM Ticketing Systems
- SLA Management
- Incident Escalation
- Account Administration
- Access Management
- Technical Documentation
- Customer Service
- Process Improvement
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
Keywords
- Service Desk
- Help Desk
- IT Support
- Technical Support
- First-Level Support
- Hardware
- Software
- Applications
- Network Access
- Enterprise Systems
- Troubleshooting
- Incident Management
- Service Requests
- ITSM
- Ticketing System
- SLAs
- First-Contact Resolution
- Automation
- Knowledge Resources
- Incident Escalation
- Account Administration
- Access Management
- Authorization Requests
- Technical Documentation
- Knowledge Articles
- Process Improvement
- System Outages
- On-Call Support