IT Service Desk Analyst (co-op)

Job description:

A Day in the Life of an IT Service Desk Analyst (co-op) at Esri Canada:

• Provide 1st level IT support in a timely and professional manner by phone and in person as necessary for all infrastructure and applications support requests submitted to the IT Service Desk
• Collaborate closely with other IT team members, and follow the IT Service Desk guidelines for daily operations
• Escalate to other IT team members or Senior Service Desk Analyst as needed
• Monitor the IT Service Desk email account and phone line
• Corporate laptop builds / reimaging and deployment
• Corporate mobile device management
• Hardware asset tagging and SAP asset management
• Yearend hardware asset audit process
• Maintain corporate hardware and software inventory
• Develop a customer care philosophy with increase customer rapport to ensures customer satisfaction
• Work towards improving the first call/first contact resolution, manage customer expectations, and build strong interpersonal relationships within the wider IS team and with Service Providers
• Communicate with Customers and Service Providers via multiple media methods (Email, Chatter, Jabber, Teams, SMS) to enhance the IT Service Desk response and overall efficiency
• Work with the Manager/Team/Service Providers/Vendors to help resolve cases that are complex or escalated
• Document and maintain status for all support calls using Salesforce incident tracking system, and ensure proper follow-ups as needed, for both infrastructure and application support

What you bring to the team:

• University degree or diploma in Computer Science or equivalent work experience
• Hands-on knowledge of personal computer hardware, basic networking, printers, copiers, and other peripherals
• Hands-on knowledge of Microsoft operating systems and Microsoft Office, Internet browsers, Email
• Exposure to O365
• Exposure to Dell hardware
• Exposure to Symantec Ghost or similar systems imaging deployment tools

Additional requirements for this position:

• Customer-focused, ability to prioritize and manage multiple service requests in parallel
• Initiative and follow-through ability
• Excellent verbal and written communication skills
• Ability to work independently and as part of a team, strong interpersonal skills
• Time-management solid skills and knowledge to focus consistently on both support and project-related tasks
• Excellent problem-solving skills