Service Desk Analyst
Halifax, Nova Scotia, Canada (Hybrid) · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 4 weeks ago
- Work mode
- Hybrid
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
Our client, an innovative Information Technology services firm collaborating with prominent global enterprises, is seeking a Service Desk Analyst to become part of their expanding team based in Halifax. This position involves working in a hybrid model, with two days required in the office.
Key Responsibilities
- Manage incidents and service requests independently from start to finish.
- Conduct thorough triage, troubleshoot, and resolve issues of moderate difficulty efficiently.
- Continuously watch over systems, alerts, and events, correlating data to detect and respond early to incidents.
- Maintain ticket queues, manage backlog, and prioritize work adhering to Service Level Agreements (SLAs).
- Collaborate with various resolver groups and stakeholders to ensure prompt incident resolution.
- Support incident management processes and facilitate communication with stakeholders.
- Adhere to and actively seek enhancements for Standard Operating Procedures (SOPs).
- Contribute to creating and updating knowledge base articles to maintain consistent service quality.
- Assist in change management activities including communication, coordination, and validation.
- Provide input for reporting, trend analysis, and deliver service insights.
- Identify and implement opportunities to reduce escalations and improve operational efficiency, promoting a "shift-left" approach.
Qualifications
- Prior experience in Tier 1 or Tier 2 Service Desk or a related support role.
- Strong understanding of IT systems and fundamental infrastructure components.
- Proven ability to troubleshoot and resolve technical problems independently.
- Effective communication skills with the ability to manage stakeholder expectations.
- Familiarity with ITIL methodologies, specifically Incident, Change, and Problem Management processes.
- Experience working within global or 24/7 support settings.
- Availability to work during weekends when necessary.
Additional Information
This opportunity offers an excellent chance to grow within a developing team. The company provides a competitive salary, comprehensive medical and health benefits, as well as a Registered Retirement Savings Plan (RRSP) matching program.