Service Desk Analyst

**Location** ------------ Location: Thorold, ON **Division** ------------ I.T. Solutions **Important Notices & Amendments** ---------------------------------- **This position** **currently falls within our hybrid model****, allowing the employee to** **typically** **work** **1 day per week from home.** **Job Description** ------------------- **JOB SUMMARY** --------------- The Service Desk Analyst will play a key role in providing first level telephone/remote support for employees and Business Units experiencing technology-related problems. This includes but is not limited to providing initial triage, troubleshooting, and support for all reported incidents/ events. This role responds to, diagnoses, and resolves problems through discussions with customers and help from 2nd Level Resources. The Service Desk Analyst will follow established processes for the control, escalation, tracking, and follow up on any reported problems. Provide training, repair, advice, and support to departments in the areas of installation, configuration, and end-user problem resolution. The Service Desk Analyst assists in training customers to avoid recurring problems with Desktop software and Personal computing devices. **QUALIFICATIONS** ------------------ EDUCATION --------- * Completion of a three (3) year College Diploma / University degree in a Computer Science/Information Technology/Telecommunications related field of study; or * An equivalent combination of a completed, 3 year university degree / 2 year College Diploma in conjunction with recent technology related education, IT certifications, formal, related IT training, and/or recent work experience in supporting IT in a mid-sized, Microsoft-based network environment. KNOWLEDGE/EXPERIENCE -------------------- * 1-3 years of recent and related experience in a customer service and a mid-size IT Service Desk role. * 1-3 years of recent and related experience supporting IT Technology in a mid to large scale Microsoft networked environment. * 1-3 years of recent and related experience supporting Office Automation (OA) and Personal Computer (PC) software packages; * A+, MCP, ITIL, HDI or other similar certification would be an asset; * Experience with a mainstream and current Enterprise-level, IT Service Management Tools are a definite asset. SKILLS ------ * Strong team, customer service skills and telephone support experience; * Strong knowledge of, and experience with, Microsoft Windows Operating System; and associated Microsoft Desktop Products * Experience extracting information, identifying and troubleshooting problems. * Working knowledge of email technologies such as Microsoft Outlook. * Strong PC Hardware skills, including configuration and peripherals installation; * Experience with troubleshooting, triaging and resolving desktop and hardware issues; * Working knowledge, and experience with, local and wide area network philosophies; * Working knowledge of, and experience with, the business func