Service Desk Analyst, Night Shift

Service Desk Analyst, Night Shift. (BBBH
11888) Toronto, Canada

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Duration:

6 month contract with potential for extension.

The role:

This is a customer service focused position that requires an individual to work independently as well as part of a team to support the organizations defined service expectations. The primary accountability for this role is to answer, log and resolve requests placed to the IT Service Desk in an efficient, timely and courteous manner primarily via phone, voicemail and e-mail.

Responsibilities:

• Answer calls for IT Service and Support primarily via phone, voicemail and e-mail;
• Act as the first point of contact for all offered IT Services, such as application, hardware, PC and telecom related requests for IT service and support;
• Analyze, diagnose and resolve calls in an efficient and effective manner leveraging available tools (Bomgar, KACE, knowledge base and other sources of documentation);
• Transfer and escalse incidents and requests to the appropriate 2nd /3rd level support resources, following up with ticket owners to ensure effective resolution in a timely manner;
• Record, categorize and log Incidents and Requests for service using the IT Service Management tool;
• Provision, change and de-provision user accounts in accordance with corporate policies and procedures;
• Actively seek opportunities for service improvement, recognizing the needs and expectations of our clients;
• Provide knowledge transfer and mentoring of other team members when required;

Must Have:

• Ability to work independently from 11pm - 7am in a remote capacity.
• ITIL Foundations certification preferred.
• Microsoft certifications an asset.
• Experience in a health related field is an asset.
• 2+ years’ experience in providing customer support with a high level of professionalism preferred.
• Direct hospital or healthcare experience an asset.
• Strong client computing experience e.g. desktops, laptops, printers, mobile devices (Blackberry/iPhone etc.), multifunction devices, desktop phones, voicemail.
• Solid skills in supporting common end user applications including Windows 7, Windows 10, Microsoft Office, Internet Explorer, Outlook etc.
• Strong troubleshooting skills with focus on root cause analysis.
• Experience with tools and technologies such as Dell KACE, Bomgar, BES, Active Directory, Microsoft Exchange.
• Knowledge of networking technologies such as VPN, TCP/IP, and wireless.
• Experience with IT Service Management tools such as Front Range ITSM.
• Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills.
• Advanced technical troubleshooting and multitasking skills.