The Service Desk Analyst is responsible for providing an easy to reach single point of contact for IS-related issues, requests and queries, assigning resolution order and priority, and ensuring quick resolution. The Service Desk Analyst also ensures Kal Tire is kept informed of major issues and systems outages that may be occurring.Core Responsibilities
\u2022 Act as first point of contact and respond to team member\u2019s break/fix, service and access requests in a timely manner.
\u2022 Empathize with the team member\u2019s issue and the impact to their daily routine and to the business.
\u2022 Build rapport and trust with customer.
\u2022 Confirm issue or request with team member to ensure full understanding.
\u2022 Prioritize service requests and incidents by assessing urgency and impact.
\u2022 Create ticket with complete, accurate information and forward on appropriately.
\u2022 Act as an advocate for team members and keep them informed of status and resolution of their IS related issues.
\u2022 Monitor and follow up on the Service Desk queue for tickets nearing due date.
\u2022 Prepare and publish IS outage notifications (including KINS releases, power outages, loss of communication, etc.).
\u2022 Provide after hours on call emergency support as part of a rotating schedule.
\u2022 Perform and document basic to intermediate trouble-shooting on all desktop hardware, software, computer peripherals and network infrastructure.
\u2022 Identify issues to be escalated and determine to which area the issue shall be forwarded.
\u2022 Ensure issues are escalated in the appropriate manner and are properly documented.
\u2022 Review IDM report and determine appropriate actions, including resolution and escalation.
\u2022 Create and modify user accounts to provide or remove access to Kal Tire\u2019s IS infrastructure.
\u2022 Prepare Business Critical notification for all IS on call team members.
\u2022 Seek opportunities to automate or streamline support activities where appropriate.
\u2022 Act in a pro-active manner relating to work activities, processes or situations.
\u2022 Manage downtime in a proper manner ensuring time is spent productively and efficiently.Work Experience
\u2022 Minimum 2 years\u2019 customer support experience, preferably supported by call tracking software.
\u2022 Experience or demonstrated understanding of working in a corporate environment.
\u2022 Experience working in a team environment.Knowledge, Skills and Abilities
\u2022 Communication skills including strong verbal and active listening.
\u2022 Time management skills.
\u2022 Critical thinker.
\u2022 Proficient in Microsoft Office with accurate keyboarding skills.
\u2022 Ability to act with professional discretion, and handle frequent interruptions.
\u2022 Ability to identify and manage changing priorities.
\u2022 Good troubleshooting and problem resolution skills.
\u2022 Technical ability (aptitude for software and hardware).
\u2022 Proficiency in at least one of the following areas: Desktop, Application Support, Network Infrastructure.Education
\u2022 Grade 12 or GED equivalent Special Requirements
\u2022 Ability to work shifts beginning at 5:00 am or ending at 6:00 pm as part of regular rotation.
\u2022 Ability to work a mix of 8 and 10 hour shifts.
\u2022 Ability to participate in on-call after hours support rotation.
\u2022 Evening and regular weekend work.
\u2022 Occasional travel may be required.Negotiable Requirements
\u2022 Diploma in a computer technology.
\u2022 Ability to read, write and speak Spanish.
\u2022 Experience with call tracking software.
\u2022 Knowledge of ITIL.
We thank all applicants for their interest, however, only those under consideration will be contacted.