Service Desk Analyst, Tier 1

  • Location: Burnaby, British Columbia
  • Type: Permanent
  • Job #3279

Service Desk Analyst, Tier 1
Opportunity at Microserve
Location: Burnaby, BC

Position Overview

As a Service Desk Analyst, Tier 1, you will be responsible for providing excellent customer service and technical support to our clients and employees. You will work with the Managed Services team on resolving issues remotely and on-site where needed, and report to the Service Desk Team Lead. 

Responsibilities 

  • Provide Tier 1 and 2 technical support for end user computing issues 

  • Setup, deploy and troubleshoot PC's, peripherals and printers 

  • Log incoming Hardware/Software service requests into our service management system and manage tickets through successful completion 

  • Monitor helpdesk tickets assigned and respond to issues identified by the end-users in a timely manner 

  • Work with other IT team members as appropriate to resolve technical problems and make improvements 

  • Continuous call monitoring and follow up with client and staff – no call is completed until the client is 100% satisfied 

  • Provide IT business and application support services for projects and special requests 

Qualifications and Education Requirements 

  • Diploma in IT from recognized college or university or equivalent is strongly desirable  

  • Technical computer knowledge & troubleshooting skills is a must 

  • Demonstrated professional experience in a fast paced, customer service oriented role 

  • Excellent verbal and written communication 

  • Must have the ability to multitask 

Corporate responsibility 

Employee will understand, meet and live our core values 

Will Sweep Floors, Openness, Flexibility, Not Stuff, Customer Driven 

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