Analyst, Service Desk

Job summary

The Service Desk Analyst is responsible for providing first-level support by assessing, prioritizing, and resolving incidents and requests. They also manage user accounts, maintain asset integrity, and document all activities within the ticketing system.

Job details

Responsibilities: * Coordinate incident and request handling processes * Assessing, prioritizing, and fulfilling user requests and follow up as needed * Provide first level incident and request resolution as first call resolution (FCR) when possible * Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure) * Provide accurate description, information, and resolution notes into ticketing system * Manage Active Directory, BES, and a variety of ERP accounts and services * Manage users' expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner to handle. * Work with team members and other IT members to ensure a consistent level of service * After Hours support when scheduled (Weekly rotation between members of the Service Desk Team) * Support Hardware and Software installations and configurations as defined by current standardized procedures * Assist with the development and preparation of various processes and procedures, documentation, and projects. * Maintain integrity of PC and communications asset management * Seek opportunities to improve user satisfaction Education & Certifications: * Post-secondary education in a related field Qualifications: * Strong communication skills (verbal and written) * Working knowledge of MS Office applications * Strong troubleshooting skills * Understanding of Remote Connectivity (i.e. Modem/Dial-up/VPN) * Strong working experience in web-based products and web browsers * Knowledge of various Windows Operating Systems * Good phone communication manner * Customer Service driven At Samuel, we believe every team member brings unique and valuable skills, experiences and knowledge to our thriving business – enabling us to build on over 170 years of success in the metals industry. We offer countless opportunities for our team members to develop and grow in their careers, empower them to make decisions on the job and be a part of driving positive change – within our organization and in the communities where we live and work. If you’re seeking a dynamic, supportive and welcoming workplace to make your mark and grow your career, we have the programs, culture and opportunities to make it happen. We’re stronger together. At Samuel we believe in a culture of equality. Respect and integrity are at our core. We are committed to building and creating an environment that is open and welcoming for everyone. This job posting is for an existing vacancy within the organization Samuel is an Equal Opportunity Employer. In the United States, we utilize E-Verify. At Samuel, meeting our customer needs is our top priority. With cost-effective distribution and just-in-time delivery of metals and industrial products across North America, we ensure our customers get exactly what they need – any time, anywhere and from a single source. Our focus on value-added processing services and innovative supply chain solutions allow us to work closely with our customers, ensuring their products are on the market on time. Thanks to our integrated network of products and services supported by our in-house technical leaders and market experts, we are uniquely positioned to become your supplier of choice.

What you’ll do

The Service Desk Analyst is responsible for providing first-level support by assessing, prioritizing, and resolving incidents and requests. They also manage user accounts, maintain asset integrity, and document all activities within the ticketing system.

Requirements

Candidates must have post-secondary education in a related field and strong troubleshooting skills. Proficiency in MS Office, Windows operating systems, and remote connectivity tools is required, along with excellent communication skills.

Listed skills

• Technical Documentation · Preferred
• Customer service · Preferred
• Incident Management · Preferred
• Asset Management · Preferred
• Active Directory · Preferred
• Troubleshooting · Preferred
• VPN · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Incident management
• Request handling
• Active directory
• Troubleshooting
• Hardware installation
• Software configuration
• Customer service
• Communication skills
• Remote connectivity
• VPN
• Windows operating systems
• ERP accounts
• Asset management
• Technical documentation
• Ticketing system

Job areas

• Customer Service & Support
• Technology
• Administrative

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