Job Description

The IT Service Desk Analyst will provide first—and second-line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to analyse, diagnose, and resolve staff problems, which may range from straightforward to more complicated technical issues. This role also includes a range of administration duties.

_ Principle Responsibilities_

• Provide technical support to end users.
• Monitor corporate Service Desk and respond to calls.
• Redirect incidents/problems to appropriate resources.
• Identify incident trends based on calls.
• Monthly reporting of call volumes, resolutions, and mean time for closures.
• Administer PC systems to include upgrades, licensing, and patch management.
• Configure and deploy new equipment.
• Administer phone system.
• Work with vendor technical support to resolve incidents.
• Administer asset tracking.
• Other duties as assigned.

Environmental Responsibilities

• Provide space on the facility server for storage of environmental documents.
• Arrange for the EC to have both read and write access to environmental documents on the server.
• Provide other data management support as required.
• Arrange for external technical support where problems cannot be resolved in-house.

Qualifications

• A demonstrated ability to work well in a team environment, take initiative, and work independently under day-to-day supervision.
• Possesses technical knowledge and the ability to make sound decisions while driving for continuous improvement.
• Excellent verbal and written communication skills. Must be able to communicate and work effectively with people of varying degrees of IT experience at all levels of the organization, internally and externally.
• Excellent analytical and organizational skills.
• Strong commitment to providing world-class customer service
• Demonstrates Integrity

Education/Experience

• Associate degree or certification in MIS, Computer Science, or related field.
• Certification in ITIL Foundation is a plus.
• Minimum experience of 1-2 years in PC administration.
• Minimum experience of 1-2 years in Apple Mac administration.
• Knowledge of Windows Operating Systems.
• Microsoft Office applications.
• SAP and RF scanning gun set-up and maintenance.
• Email systems, Exchange preferred.
• Phone Systems, AVAYA preferred.
• Knowledge of Active Directory.
• Versatility, flexibility, and a willingness to work within constantly changing priorities.
• Excellent communication skills.
• Strong work ethic and ability to work independently.
• Strong commitment to customer satisfaction and quality.

Additional Information

All your information will be kept confidential according to EEO guidelines.