senior service desk Analyst | hybrid | bgc |Eastvantage Business Solutions Inc.

Job Description
About the role:
About the role:
Respond to technical assistance requests via phone, email, and ITSM Platform in an effective and timely manner
Log all help desk interactions in the client's nominated ticketing system (Connectwise)
Diagnose, troubleshoot and resolve all hardware and software operating issues in line with agreed SLAs
Advise users on appropriate actions in respect of technical queries, keeping them informed of relevant updates
Action and escalate situations requiring urgent attention to other internal departments as required
Perform basic administration tasks (such as password resets, and account creations/deletions) as defined in the specific customer configuration work rules
Perform backup checks and raise tickets for errors
Provide guidance to Service Desk Analysts, assisting with requests, troubleshooting, and next steps to resolution
Facilitate training sessions for new or existing employees based on customer and internal requirements
Perform impact analysis and incident identification to determine if requests and incidents assigned to the Service Desk require escalation to the next level (End User Compute, MS Engineering, Networks, Unified Communications)
Track and route common problems and requests, documenting resolutions
Review, update and provide improvements to processes within the Knowledge Management System
Effectively work on Quality Assurance, service initiatives, projects, and other tasks delegated by the Team Leader.
Participate in a rotating roster or on-call roster as directed by the Service Desk Team Leader
Attend customer sites to deliver technical support when required.
Assist the Service Desk Team Leader in the day-to-day running of the Service Desk and perform administrative tasks as defined in client and internal Knowledge Management Systems, such as:
Account modifications
Office 365 Administration
Alert Handling
Additional Responsibilities:
Achieve personal KPIs at all times
Other duties may be delegated by the Business Unit Manager from time to time.
Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.
Position requirements:
Bachelor's degree in Computer Science (or a related field) is highly desirable
Microsoft industry vendor certifications, such as Microsoft MCSA or MCP preferred
Cisco industry vendor certifications, such as CCNA (Routing and Switching) advantageous and
ITIL Foundation v3 certification is required.
Minimum 2 years experience in a Level 1 and Level 2 Service Desk or other customer-facing technical support roles.
Previous experience in a Managed Service or Professional Services environment preferred and
Sound understanding of ITIL Framework.