MSP Service Desk Analyst I

About IT Force

IT Force is a well-established IT Managed Services Provider in Burlington Ontario. Established in 1999 it is our mission to make our clients technology EASY ACCESSIBLE and SAFE. We manage our clients IT infrastructure including security backup cloud solutions and helpdesk support.

We have an impressive customer satisfaction rating as it is our mandate to deliver our clients White Glove Service with Military Precision.

The Opportunity

We are looking for a Service Desk Analyst Level Ito ensure our clients IT systems are robust reliable safe and operate efficiently.

In this roleyou will work in-office with your colleagues as well as directly our clients. Regular hours are 8:15am - 5:00pm with a 1 hour lunch break Monday to Friday.

Some of the non-technical responsibilities of this role are:

• Ensure service tickets in the PSA system are complete and accurate.
• Ensure all communications issues and activities are documented in the PSA & documentation systems.
• Ensure service tickets are completed expediently and according to process.
• Verify your solution has been tested and the client is satisfied before completing the ticket.
• Ensure your solutions adhere to security best practices across client and internal systems.
• Encourage clients to complete the CSAT surveys upon completing the ticket.
• Ensure centralized systems are configured functioning as expected and alerts/errors are resolved
• Attend and participate in company/team events meetings and collaborations.

Whats in it for you

• Competitive compensation & employee benefits plan
• 10% Bonus eligibility reviewed and paid quarterly
• Open flexible culture
  

On-the-job training

While you work we will train you certify you and make sure you have all the tools to do a great job! Some of the certifications you will receive (if you do not already have them) are:

• CompTIA Tech
• Microsoft Endpoint Administrator
  
• HDI Customer Service Representative

Some of the benefits you will receive:

• Health Drugs Dental Vision Critical Illness AD&D Life & Disability Benefits
• Free breakfast lunch snacks and beverages
• Monthly Fun @ IT Force events for you spouse and family

Your Skills & Experience

Were looking for someone with an IT degree or diploma or at least 2 years of general experience.

You must already be comfortable managing:

• Microsoft Windows operating systems
• Microsoft 365 users & licensing
  

Some of the traits and behaviours of the ideal candidate for this position are:

• Customer Focus - Showing empathy and further seeking to understand your customers interests needs wants priorities and situation.
• Calming - The ability to significantly reduce or stop someone from feeling upset angry anxious or excited.
• Objective - Not influenced by personal feelings biases or opinions when representing information or handling a situation.
• Thoroughness - Taking great care and attention to detail. Completed in all aspects without errors or omissions.
  

Required Experience:

Manager