Service Desk Analyst

Posted 19 September by Pontoon
Easy Apply

The Technology Service Centre offers an opportunity to become part of a high performing team with a passion for technology, which is always seeking to improve, and where we have "Respect for Our Customers Time." We are aggressively using innovative techniques, exploring automation opportunities and bridging the support improvement efforts within our expanding technology environments.

Technology Service Centre - Service Desk Analyst (1st Level Support)

Responsible for providing the first line of support specific to all aspects of desktop applications and technology-related support activities. The core goal is to provide Subject Matter Expertise for technical support to the Technology Services Group for all Employees & Contractors inclusive of a follow the sun support model (24x7x365) model.

Key Responsibilities Include daily, weekly, monthly:

* Provide first line/SME technical support to all Employees & Contractors

* Respond to requests for technical assistance via phone, chat and Self-Service WEB tickets.

* Assist users with Password resets and Unlocks

* Troubleshoot Microsoft Office/Outlook 2013/16/O365

* Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process

* Remotely diagnose and troubleshoot PC, printer, telephone, BlackBerry, VPN and software issues

* Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment

* Should stay up to date with process and Technology changes

* Research solutions using available knowledge base

* Advise user on appropriate action

* Log all inquiries and incidents as required

* Assign unresolved Incidents to appropriate support teams in a timely manner

* Responsible for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure

* Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process


* Associate's (or Bachelor's) degree in a related discipline or equivalent work experience required.

* Previous technical desktop support experience, experience with MS Office Suite products, and customer service / soft skills experience.

* Knowledge of PC hardware and software.

* Flexibility in working hours.

* Knowledge of call center metrics for operations support

* HDI Support Center Manager Certification (preferred but not required)

* Other IT Certifications, i.e. Microsoft (preferred but not required)

* Ability to make sound decisions in real time crisis

* Ability to follow set procedures and processes

* Excellent documentation skills

* Ability to work independently and/or in a team setting

* Experience in the securities or financial services industry is a plus.

* Must have Ability to Multi task and manage priorities with little supervision.

* Must have strong communications skills

* Should work in Rotational shifts and national holidays

* ITIL experience would be added advantage.

Reference: 36155029

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