Service Desk Analyst (Hybrid-Contract)

ThinkOn is a managed infrastructure services provider focused on empowering partners with their data. The Service Desk Analyst will serve as the primary contact for all incidents and services, coordinating service delivery and managing incident processes to ensure high levels of customer support.

Responsibilities

• Monitor incoming tickets, liaise and communicate with the customer/partner/vendor, gather pertinent information regarding issues and update the tickets
• Ensure tickets are properly updated
• Work to meet service metrics for all types of work required
• Escalate higher priority issues and escalations as per internal process - Monitor and take phone calls from customers, partners, and vendors
• Notify management when there are issues, risks, service metrics or schedules that cannot be met
• Follow up on ongoing support issues and communicating with all parties involved
• Create and update documentation of internal and external operations processes
• Identify opportunities to enhance productivity, effectiveness, and operational efficiency
• Provide escort to customers/vendors/partners and internal staff to North Bay location
• Help manage and maintain North Bay location
• Operation maintenance activities as assigned
• Other duties as assigned

Skills

• Education or experience in Information Technology
• Education or experience in ITIL/ITSM methodologies
• Experience in a Call Centre or Service Centre and IT Operations environment
• Knowledge of Information technology concepts, specifically in Virtualization, IT Infrastructure, data storage, networking, and Disaster Recovery
• Service Desk and Incident Management skills
• Service Delivery and Engagement Coordination skills
• Able to maintain a high work ethic
• Excellent analytical and problem-solving skills with the ability to think outside the box and be innovative and resourceful
• Ability to quickly learn new software and hardware technologies
• Strong time management skills with the ability to effectively prioritize work
• Strong written and verbal communication skills with the ability to communicate with all parties involved; In English and in French for bilingual roles

Company Overview