Service Desk Support Analyst

canfitpro IT Service DeskSupportAnalyst

About canfitpro

canfitpro is the largest provider of education in the Canadian fitness industry. Founded in 1993 as a voice for all fitness professionals canfitpro delivers accessible quality education certifications conferences trade shows and membership services. canfitpros over 24000 members include some of the worlds best fitness professionals health club operators industry suppliers and fitness consumers.

Our passion is our purpose - canfitpro inspires fitness as a desired career and lifestyle to create positive change in the lives of others.

Core Values Purpose and Vision

At canfitpro we live and breathe our Core Values of Caring Community Curiosity Commitment Customer Mindset Contribution and Cultivate a Passion for Fitness and we are here for a Purpose: To inspire fitness as a desired career and lifestyle to create positive change in the lives of others. Our vision is aspiring to deliver accessible learning experiences to a global audience making fitness and mental health a part of personal wellness for everyone.

Job Overview

Thisroleis responsible forproviding first level IT technical supportand resolutionof incidents and service roleisalsoresponsible forthe creation maintenanceand/or participationofknowledge base articles and/or documentation for Service Desk end-user devicesto ensure stability andsecurityisanotherresponsibilityof the role.

Key Responsibilities

1. Providestechnicalsupportto canfitpro end-usersvia multiple channels toevaluate prioritize andresolve reported issueswith hardware software networking and other computer-related technologies.

• Handles tickets toaim to achieve First Call Resolution (FCR)and First Level Resolution (FLR)of support issues andattemptto fix issues before escalating to the next support level.
• Respondsandresolvesassignedissuesto ensuretimelyresolutionwithin defined Service Level Agreements (SLAs).
• Ensuresalltechnical issuesare loggedincanfitprosITSMsolutionandmaintaininghistorical records and related documentation.
• Escalatesissuestoappropriate ITstaffwhenrequired.

2. Administersend-user hardware andserviceaccess.

• Performs setup and deployment ofnew and replacement end-user hardware/peripherals.

• Administersend-user accounts across varying systems and software.

• Performs onboarding role changes andoff-boardingof canfitpro associates.

3. Performsdeployingofsoftware updates for end-user devices including those which address patchable vulnerabilities.

• Use ofcanfitprossoftware updates deployment and vulnerability management research support for pricing changes competitor price comparison and feedback from the customers

4. Maintains andcreatesIT knowledgebase articlesincanfitprosITSMsolution.

5. Monitors andmaintainsIT assets to ensureaccurateinventory records.

Communication/Business Relationships

Internal (within the Organization)

Contacts: All canfitpro associates

Purpose of Communication: Togather andshareinformationrelated toreported issuesand/orcommunicatefulfilment of service requests.

External (outside the Organization)

Contacts: Guests/partners ofcanfitpro

Purpose of Communication: To gather and share information related to accessingappropriate canfitpro IT resourcese.g. guest Wi-Fi network

Education

Minimum Required: Post-Secondary diploma in Information Technology

Preferred: 3-year(or greater) degree in Computer Science or related field

Work Experience

Minimum Required:

• Working knowledge of Windows desktop operating systems Microsoft Officeproductsand Windows Active Directory
• Working knowledge of administrating Microsoft 365 cloud services
• Able to troubleshoot basic network issues
• Experience with IT ticketing systems
• 2 Years of Work Experience in I.T or a related field

Preferred:

• 3 5 yearsof work experience
• Workingknowledge in computer hardware and software configuration
• Understanding of policies and procedures as it relates to Information Services
• Experienceworkingin an IT Service Management (ITSM) oriented environment such as ITIL

Knowledge Skills & Abilities

Minimum Required:

• Excellentverbal and written communication skills

• Excellent analytical and troubleshooting skills (must be able to clearly report and document resolutions in detail)

• Excellent customer service skills

• Excellent time managementplanningand organizational skills

• Ability to act individually and work together with others as part of a team

Preferred:

• Possess the ability to recognize critical situations and discern when to apply a sense of urgency
• Ability to proactivelyidentifyproblems
• CompTIA ACertification
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation

Core Competencies

• Technical Learning: Picks up on technical things new skills and information easily. Is adept at learning new industry companyproductor technical information. Does well in technical courses and seminars.

• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions. Can see hidden problems andprobesall fruitful sources for answers. Is excellent at honest analysis. Looks beyond the obvious anddoesntstop at the first answers.

• Dealing with Ambiguity: Can embrace change effectivelyand canmove between duties comfortably. Responds quickly to situations in their control without much delay. Can decide and act without having the total picture. Can remain calm when things are in the air and can comfortably handle risk and uncertainty.

• Functional/Technical Skills: Has the functional and technical knowledge and skills to perform ata high level.

• Time Management: Values time and uses their time effectively and their efforts on the more important priorities. Gets more done in less time than others. Canattend toa broader range of activities.

People Leadership

Direct Reports: 0

Working Conditions

• Hybrid Working Environment with 2-3 days in office with flexibility to come in more frequently if required for device-related issues or operational needs.
• Continuous sitting use of computer keyboard and phone
• Continuous screen time demanding audio and visual attention
• Able to travel to events in Canada if required for business purposes
• Able to work some evenings or weekends as required

Perks of working at canfitpro

• To help lead canfitpro in its vision- we aspire to deliver accessible learning experiences to a global audience making fitness and mental health a part of personal wellness for everyone.
• FREE Fitness membership and discounted membership for friends and family.
• Group benefits plan designed to meet employees basic and life-changing benefits needs.
• Diversity Equity and Inclusion Learning to create and support a culture of learning unlearning and celebrating our differences.
• You will receive a paid day off during your birthday month every year.
• Your career development is supported through free online learning in all areas of our business
• canfitpro provides access to our certifications and continuing education at no cost.
• Employee Recognition Program - Bucket list - Earn coins that can be redeemed for various gift cards.