Job Title: Service Desk Technical Analyst
Contract Duration: 1 Year
Pay range C$45 - 55/hr
Work Location: Hybrid - 2/3 days a week from any location an office is located.
Location: Truro, ON
Job Responsibilities:
* As a Technical Analyst on the Service Desk team, you will be responsible for providing exceptional technical support to end-users while ensuring timely and efficient resolution of technical incidents and service requests. Your key duties will include:
* Customer Issue Resolution: Act as the first point of contact for end-users experiencing technical issues.
* Troubleshoot and resolve issues related to hardware, software, network access, and other IT services via phone, email, and chat.
* Incident Management: Log, track, and manage service requests and incidents.
* Troubleshoot technical problems, provide solutions, and escalate complex issues to higher-tier support teams when necessary.
* Knowledge Base Contribution: Regularly update and maintain the internal knowledge base with documented solutions, troubleshooting steps, and best practices for recurring issues.
* Collaboration with IT Teams: Work closely with the broader IT team to identify and address technical issues, collaborate on problem-solving, and share insights to improve service desk processes.
* Service Desk Standards: Adhere to ITIL frameworks and follow established processes to meet service-level agreements (SLAs), ensuring high-quality service delivery and customer satisfaction.
* Time Management: Prioritize and manage a high volume of incoming support requests to ensure that all incidents are resolved within agreed-upon SLAs.
* Customer Communication: Effectively communicate with end-users throughout the incident resolution process, ensuring they are informed of progress and solutions.
Required Experience:
* A minimum of 2 years of experience in a Service Desk or Tier 1 support role, providing technical support for end-users.
* Hands-on experience with basic software solutions, operating systems (Windows, macOS), and mobile platforms.
* Prior experience troubleshooting common software, hardware, and networking issues.
Required Skills:
* Proficiency with Software Applications: Comfort with commonly used software such as Microsoft Office, web browsers, email platforms, and operating systems like Windows and macOS.
* Communication Skills: Strong verbal and written communication skills, with the ability to explain technical issues to users at varying technical proficiency levels.
* Problem-Solving: Demonstrated ability to identify, analyze, and resolve technical issues quickly and efficiently.
* Time Management: Ability to handle multiple tasks simultaneously while meeting service-level agreements (SLAs).
* Adaptability: Willingness to learn new tools, technologies, and processes to keep up with evolving IT environments.
* Dependability: Consistently reliable, with a focus on punctuality, accountability, and taking initiative when needed.
Nice to Have:
* Bilingual (French): Proficiency in both English and French to provide support to a broader range of customers.
* ITIL V3/4 Certification: Familiarity with ITIL best practices for service management, including incident, change, and problem management.
* KCS (Knowledge-Centered Support): Experience with KCS practices to improve knowledge-sharing and efficiency.
* M365 Knowledge: Experience with Microsoft 365 tools, such as Teams, Outlook, SharePoint, and OneDrive.
Qualifications:
Education:
* Bachelor's degree or relevant certification in IT, Computer Science, or related field, or equivalent work experience.
Certifications:
* ITIL V3/4 or other relevant technical certifications are a plus but not required.
About GTT
* GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, along with some of the nation's largest life sciences, biotech, utility, and retail companies across the US and Canada. We look forward to helping you land your next great career opportunity!
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