POSITION DESCRIPTION:

The Service Desk Analyst provides support for the client’s internal network, hardware, and applications via phone, chat, and email. The support provided includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues, proprietary applications, mobile devices, and PC support. As an After-Hours analyst, high attention to detail and the ability to work with limited supervision are expected.

REQUIRED SKILLS:

• Ability to demonstrate a solid understanding of basic network components and concepts
• Ability to provide support to end-users on a variety of topics including Windows and Mac Operating Systems, MS Office, printers, mobile devices, and email issues
• Mature, self-motivated, and professional with excellent written and verbal communication skills
• Strong problem solving/analytical abilities
• Strong commitment to quality customer service
• Ability to work independently and follow directions and best practices
• Attention to detail and ability to multi-task while talking to customers
• Candidates must be able to work shifts, holidays, and weekends
• Bilingual in French and English (oral and written) is considered a strong asset
• Previous call center, customer service, or technical support experience is an asset
• Possess technical training/certifications or be willing to complete basic certifications after hiring
  Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We comply with all federal and provincial regulations regarding non-discrimination and employment equity in every location where we operate.
  Job Types: Full-time, Permanent
  Pay: $36,608.00 per year

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Paid time off
• RRSP match
• Vision care

Application question(s):

• This position is 100% on-site in Charlottetown, are you able to work totally on-site?

Experience:

• IT support: 1 year (required)

Work Location: In perso

• Respond to telephone calls, email, and personal requests for technical support from internal business partners in a fast and friendly manner. The ability to explain technical situations to non-technical individuals is essential
• Troubleshoot and support software applications, various hardware/software configurations and run appropriate testing and diagnostics
• Identify, research, and resolve technical problems. Escalate problems to other support teams when necessary for the resolution
• Document incidents/problems, troubleshooting steps are taken and comments in a ticketing management system
• Work in a fast-paced environment, able to adapt to frequent change, and be available to work a flexible schedule
• Work with diverse groups and individuals to set goals, establish priorities, and resolve issues