Job Description :Experienced Service Desk Analyst with a strong customer service focus who is genuinely interested in helping people resolve issues with computer hardware or software. 

Must Have Primary Skills :

• The role is Level 1/2 , meaning the analyst will act as a first responder, but will also be required to delve deep into issues to reach a resolution.
• The analyst will work alongside two permanent Level 1/2 Service Desk Analysts, and report to the Manager, IT
• Use systems and process knowledge to resolve issues raised by users.·
• Provide first-line investigation and diagnosis; analyze the symptoms, determine the urgency and, where possible, provide a resolution to the issue.·
• Provide in-person, desk side and remote support as required.· Log all incidents in Freshservice, the client service desk ticketing system.·
•   Acquire, configure and deploy cell phones, laptops and other end user devices, as required.·
• Provide Microsoft Teams and Zoom user support to ensure meetings run smoothly.·
• Deploy applications and images to PCs and laptops using Microsoft SCCM·
• Assist with the evaluation of new end user devices and other technologies.·
• Participate in new system/enhancement testing and quality assurance.

Nice To Have Secondary Skills :

• Collaborate with colleagues on the Service Desk and subject matter experts to get to the root cause of problems.
• Communicate with users, keeping them informed of incident progress.· 
• Maintain a solution knowledge base.·
• Provision and maintain user accounts.·
• Knowledge of any of the following systems is an asset:o Open Text eDOCSo Microsoft Dynamic 365 (CRM)o Adobe softwareo Microsoft SCCMo Windows Servero Microsoft Azureo MS Teams, Zoom· 

Proven Experience In :

• Post-secondary education and/or technical certification, plus two or more years of experience working on a Service Desk.· 
• Strong analytical skills and problem-solving abilities.·
• Good verbal and written communication skills.· 
• Knowledge of any of the following systems is required:o Windows 10o Microsoft Office suite·