Service Desk Support Analyst

IT Service Desk Support Analyst

This role is responsible for providing first level IT technical support and resolution of incidents and service requests for end-users. The role is also responsible for the creation, maintenance and/or participation of knowledge base articles and/or documentation for Service Desk use. Deployment support for end-user devices to ensure stability and security is another responsibility of the role.

Key Responsibilities

• Provides technical support to canfitpro end-users via multiple channels to evaluate, prioritize and resolve reported issues with hardware, software, networking, and other computer-related technologies.
• Handles tickets to aim to achieve First Call Resolution (FCR) and First Level Resolution (FLR) of support issues and attempt to fix issues before escalating to the next support level.
• Responds and resolves assigned issues to ensure timely resolution within defined Service Level Agreements (SLAs).
• Ensures all technical issues are logged in canfitpro's ITSM solution and maintaining historical records and related documentation.
• Escalates issues to appropriate IT staff when required.
• Administers end-user hardware and service access.
• Performs setup and deployment of new and replacement end-user hardware / peripherals.
• Administers end-user accounts across varying systems and software.
• Performs onboarding, role changes and off-boarding of canfitpro associates.
• Performs deploying of software updates for end-user devices – including those which address patchable vulnerabilities.
• Use of canfitpro's software updates deployment and vulnerability management tools. Offers research support for pricing changes, competitor price comparison and feedback from the customers
• Maintains and creates IT knowledgebase articles in canfitpro's ITSM solution.
• Monitors and maintains IT assets to ensure accurate inventory records.

Communication/Business Relationships

• Internal (within the Organization)
• Contacts: All canfitpro associates
• Purpose of Communication: To gather and share information related to reported issues and/or communicate fulfilment of service requests.
• External (outside the Organization)
• Contacts: Guests/partners of canfitpro
• Purpose of Communication: To gather and share information related to accessing appropriate canfitpro IT resources e.g., guest Wi-Fi network

Education

• Minimum Required: Post-Secondary diploma in Information Technology
• Preferred: 3-year (or greater) degree in Computer Science or related field

Work Experience

• Minimum Required:
• Working knowledge of Windows desktop operating systems, Microsoft Office products and Windows Active Directory
• Working knowledge of administrating Microsoft 365 cloud services
• Able to troubleshoot basic network issues
• Experience with IT ticketing systems
• 2 Years of Work Experience in I.T or a related field
• Preferred:
• 3 – 5 years of work experience
• Working knowledge in computer hardware and software configuration
• Understanding of policies and procedures as it relates to Information Services
• Experience working in an IT Service Management (ITSM) oriented environment such as ITIL

Knowledge, Skills & Abilities

• Minimum Required:
• Excellent verbal and written communication skills
• Excellent analytical and troubleshooting skills (must be able to clearly report and document resolutions in detail)
• Excellent customer service skills
• Excellent time management, planning and organizational skills
• Ability to act individually and work together with others as part of a team
• Preferred:
• Possess the ability to recognize critical situations and discern when to apply a sense of urgency
• Ability to proactively identify problems
• CompTIA A+ Certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation

Core Competencies

• Technical Learning: Picks up on technical things quickly. Can learn new skills and information easily. Is adept at learning new industry, company, product or technical information. Does well in technical courses and seminars.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions. Can see hidden problems and probes all fruitful sources for answers. Is excellent at honest analysis. Looks beyond the obvious and doesn't stop at the first answers.
• Dealing with Ambiguity: Can embrace change effectively and can move between duties comfortably. Responds quickly to situations in their control without much delay. Can decide and act without having the total picture. Can remain calm when things are in the air and can comfortably handle risk and uncertainty.
• Functional/Technical Skills: Has the functional and technical knowledge and skills to perform at a high level.
• Time Management: Values time and uses their time effectively and efficiently. Concentrates their efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

People Leadership

• Direct Reports: 0

Working Conditions

• Hybrid Working Environment with 2-3 days in office, with flexibility to come in more frequently if required for device-related issues or operational needs.
• Continuous sitting, use of computer, keyboard and phone
• Continuous screen time demanding audio and visual attention
• Able to travel to events in Canada if required for business purposes
• Able to work some evenings or weekends as required

Perks of working at canfitpro

• To help lead canfitpro in its vision- we aspire to deliver accessible learning experiences to a global audience, making fitness and mental health a part of personal wellness for everyone.
• FREE Fitness membership and discounted membership for friends and family.
• Group benefits plan designed to meet employees' basic and life-changing benefits needs.
• Diversity, Equity and Inclusion Learning to create and support a culture of learning, unlearning and celebrating our differences.
• You will receive a paid day off during your birthday month every year.
• Your career development is supported through free online learning in all areas of our business
• canfitpro provides access to our certifications and continuing education at no cost.
• Employee Recognition Program - Bucket list - Earn coins that can be redeemed for various gift cards.

Compensation:

It is expected that the selected candidate will start at a base salary of $42,000. The annual range of expected compensation for the position is $42,000 - $53,000 determined by performance and time in the position.