JOB SUMMARY
The Service Desk Analyst is the first point of contact for technical support requests across the company. This role provides timely resolution of hardware, software, and user support issues, ensuring minimal disruption to business operations.

KNOWLEDGE, SKILLS AND ABILITIES

• Advanced knowledge of computer hardware, software and other technologies
  • Windows client and server operating systems
  • Office 365 Suite – Office, Exchange, SharePoint, One Drive, Teams
  • IOS and Android devices
  • Networking – LAN, WAN, VPN, firewalls, switches, cabling
  • Teams Phone System
  • Servers, Printers, CCTVs, Smart Access Control solutions
  • Endpoint Protection
  • Active Directory Account Management
• Strong oral and written communication skills
• Ability to get along with co-workers, strong interpersonal relational skills
• Ability to mentor and give direction
• Excellent troubleshooting, customer service and organizational skills
• Flexible and self-motivated
• High level of commitment and accountability to get the job done
• Ability to work independently as well in team environment

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Mainly in an office environment
• Sitting for long periods while working with standard office equipment
• Spend extended hours in front of a computer screen
• Listen carefully to others on the telephone
• Lifting, packing and shipping of IT hardware up to 20 lbs.
• Moderate lighting and temperature
• Noise level in the work environment is usually quiet to moderate

EDUCATION AND EXPERIENCE REQUIRED

• Minimum 1-year experience
• Completion of university degree or college diploma in related field
• Additional courses and continuous knowledge upgrade may be required
• Related IT certifications is an asset

GENERAL ORGANIZATIONAL REQUIREMENTS

• Always treat customers and co-workers with dignity and respect
• Willing to work overtime as required
• Willing to perform other jobs as required by organizational demands
• Must be able to work effectively in a team-based collaborative environment
• Ability to work under minimal supervision
• Strong attention to detail
• Work safely and responsibly to ensure a healthy and safe work environment
• Willing to travel as required
• Presenting and performing to the highest quality standards
• Must maintain confidentiality of all written and oral communication as applicable
• Always represent the Company with integrity in an ethical and legal manner

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