Job Description

JOB SUMMARY

The Service Desk Analyst is the first point of contact for technical support requests across the company. This role provides timely resolution of hardware, software, and user support issues, ensuring minimal disruption to business operations.

JOB RESPONSIBILITIES

But not limited to...

Duties

Address, resolve and log all IT incidents, service requests and solutions from all Allmar branches.

Troubleshoot Allmar owned IT hardware and software issues.

Escalate unresolved incidents to Infrastructure and Security Administrator as needed.

Respond to Helpdesk tickets in accordance with SLA.

Route and redirect problems to correct resources.

Configure and deploy desktops, laptops, printers, desk phones, mobile phones and other IT devices.

Set up and manage user accounts.

Pack and ship IT hardware and devices to vendors and Allmar branches.

Provide accurate technical documentation.

Provide advice and training to users in response to identified difficulties.

Assist in IT Asset inventory, moving of user's workstation, phone and printer.

Attending training when required.

Provide on-call support when assigned.

Onsite deployment may be required.

KNOWLEDGE, SKILLS AND ABILITIES

Advanced knowledge of computer hardware, software and other technologies

+

Windows client and server operating systems

+

Office 365 Suite - Office, Exchange, SharePoint, One Drive, Teams

+

IOS and Android devices

+

Networking - LAN, WAN, VPN, firewalls, switches, cabling

+

Teams Phone System

+

Servers, Printers, CCTVs, Smart Access Control solutions

+

Endpoint Protection

+

Active Directory Account Management

Strong oral and written communication skills

Ability to get along with co-workers, strong interpersonal relational skills

Ability to mentor and give direction

Excellent troubleshooting, customer service and organizational skills

Flexible and self-motivated

High level of commitment and accountability to get the job done

Ability to work independently as well in team environment

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Mainly in an office environment

Sitting for long periods while working with standard office equipment

Spend extended hours in front of a computer screen

Listen carefully to others on the telephone

Lifting, packing and shipping of IT hardware up to 20 lbs.

Moderate lighting and temperature

Noise level in the work environment is usually quiet to moderate

EDUCATION AND EXPERIENCE REQUIRED

Minimum 1-year experience

Completion of university degree or college diploma in related field

Additional courses and continuous knowledge upgrade may be required

Related IT certifications is an asset

GENERAL ORGANIZATIONAL REQUIREMENTS

Always treat customers and co-workers with dignity and respect

Willing to work overtime as required

Willing to perform other jobs as required by organizational demands

Must be able to work effectively in a team-based collaborative environment

Ability to work under minimal supervision

Strong attention to detail

Work safely and responsibly to ensure a healthy and safe work environment

Willing to travel as required

Presenting and performing to the highest quality standards

Must maintain confidentiality of all written and oral communication as applicable

Always represent the Company with integrity in an ethical and legal manner

#LP

Monday to Friday 10:00 AM to 6:30 PM