IT Service Desk Analyst (psssda03012024)

About ESW – IT Business Advisors

ESW-IT is an established IT Consulting Firm providing end to end IT services and solutions to small, midsized, and enterprise businesses. At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude.

Our Core Values

To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values.

• Courageous Spirit: Intentionally moving forward while persevering in a positive manner.

• Servant Heart: Willingness to put others ahead of ourselves while fostering fellowship with co-workers, clients, vendors and community.

• Fun Attitude: Approaching our lives in a way which encourages excitement, passion and enjoyment.

The Position Highlights

Title : Service Desk Analyst

Commitment and Term

• Full-time, perm.

• Regular Working Hours: 8 working hours between Monday-Friday 7 am – 6 pm, with some after-hours support required as needed

Primary Focus

• The Service Desk Analyst provides exceptional telephone, remote and on-site technical support to our clients in collaboration with fellow Co-Workers. A background in Microsoft based environments with strong desktop skills and some server and network skills is preferred. The Service Desk Analyst Enjoys a fast-paced environment, communicates effectively over the phone and is passionate about providing a great client experience

Skills, Education and Experience

• Post-Secondary education in a computer related discipline such as a Information Technology Services diploma.

• Alternatively, an appropriate combination of education and experience would be considered

• Demonstrated strong verbal and written English skills and be able to communicate clearly with clients by phone, in person and in writing

• Ability to remain calm and work efficiently in stressful circumstances

• Ability to work well as part of a team

Other Desirable skills and experience

• A+, CCNA/Network+, MD100 and other industry certifications are desirable

Job Description

• The Service Desk Analyst will receive exposure in the following areas:

  • Troubleshooting and supporting of desktops, servers, printers, and networks
  • Interacting regularly with clients via phone and email
  • Providing on-site deskside support for ESW co-workers
  • Monitoring managed services clients with the ESW MSP Team
  • Troubleshooting and repairing client systems brought into the office
  • Managing tickets and schedules to provide quality and timely care.

• Additional duties as required to support the business or team

Working Conditions

• This role requires good communication skills, time management skills and an ability to work with geographically dispersed teams.

• Fast paced, service desk environment

• This role can be physically demanding at times, requiring the carrying, setting up and servicing of hardware weighing up to 50 lbs. in a variety of office environments

• The successful candidate must comply with the safety standards of ESW and/or its clients

Contacts

• Analysts will come into contact with customers from all industries, these contacts can include:

• Administration staff / middle management

• Executive management

• Physicians, allied health professionals

• Other consultants with different skill sets

• Other technology vendors and service providers

Reporting Relationships

• Service Desk Analyst reports to Service Desk Manager

• No co-workers report to the Service Desk Analyst.

Additional Comments

• Professional Development is available for all team members – information from online resources, colleagues, training courses, certification training and conferences.

• Background checks and other assessments are conditions of employment.

Please apply through BambooHR with your application

• Let us know where you saw this position advertised

• If you were referred to this position, the name of the ESW co-worker who referred you

Only applicants eligible to work in Canada will be considered.