Service Desk Analyst

Primary Functions and Essential Responsibilities:

Receive incoming service desk requests from end users by phone, e-mail and work orders
Communicate and discover details about issues from service desk clients in a courteous manner
Document all pertinent end user details, client information, and nature of problem or issue
Prioritize and schedule problems. Escalate problems, when required
In depth knowledge of computer hardware and troubleshooting
Good understanding of Windows 10 use and troubleshooting
Familiar with Microsoft Office 365 administration
Experience with Office 365 applications, Word, Excel, Outlook, OneDrive and SharePoint data
Experience with anti-malware and anti-ransomware endpoint security software and best practice cyber security
Understand the importance of a good backups with experience with various types of backup software
Able to install software and accessory hardware
Able to setup a basic network with an internet router
Exposure to installing and configuring software and installing patches
Write basic technical instructions and diagrams

Qualifications:

Diploma or bachelor’s degree in Computer Science, Information Systems, or related field
3+ years of experience in implementing and supporting computers and laptops
Effective written and oral communication skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to absorb and retain information quickly
Open to learn and research a wide range of computing issues as required
Analytical aptitude and a high interest in computers and software
Ability to work in a team-oriented, collaborative environment

Job Type: Full-time
Location: Calgary, AB