Service Desk Analyst

Location:	Mississauga, Mississauga, Peel, Ontario, Canada
Job Type:	Permanent
Posted:	11th Feb 2008
Closing Date:	10th Mar 2008
Posted By:	Wheels Group
Details:
Service Desk Analyst The primary role of the Service Desk Analyst is to manage incident and service requests presented to the Wheels Group Information Services. The incumbent receives, logs, tracks and resolves service requests to ensure they are completed according to the appropriate service level agreement. KEY ACCOUNTABILITIES • Ensure all service request channels are available, monitored, and responded to in accordance to IT service level agreement. • Log all service requests from all channels to ensure they are entered in the ticketing system and classified correctly. • Provide end user support and troubleshoot workstations and peripherals, software applications, telephone systems and mobile devices in accordance to appropriate service level agreements (SLA). • Resolve 80% of all service requests – first point of contact for IT issue resolution. • Create, maintain, and update user accounts on all systems including telephone systems within all offices. • Escalate / assign service requests to appropriate subject matter experts / service provider in the event that the service request cannot be resolved. • Liaison between vendors and internal / external support resources for problem resolution regarding warranty and non-warranty calls. • Administer inventory control / management activities for IT equipment and materials. • Create, maintain and update IT documentation. • Responsible for IT equipment orientation for new employees. • Order equipment and supplies for all locations as required. • Other duties and assignments as required. • Responsible for all equipment movements and repositioning of employees. • Responsible for equipment and support within remote offices KNOWLEDGE AND SKILLS REQUIRED Education and Industry Knowledge • Undergraduate degree / college diploma in Computer Science or related discipline. • Microsoft, A+, Inet+ certification are assets. • Possess a minimum of 1-2 years experience in IT, focusing on a system administration and support. • Possess a minimum of 1-2 years of experience in customer service / administration of IT systems. Technical Skills • Proficient in Microsoft Office (e.g., Outlook, Excel, Word). • Proficient in PC maintenance software, i.e., Ghost, remote desktop. • Proficient in administration of Exchange and Mail Services. • Proficient in Networking technology. • Proficient in administration of Windows systems. • Experience in ticket management software an asset. Customer Service Skills • Dedicated commitment to providing superior, timely, internal and external customer service. • Strong interpersonal skills with the ability to communicate clearly and concisely in written, oral and presentation form. • Highly organized with the ability to multi-task and prioritize. • High tolerance for stress. • Effective problem-solving skills and decision-making skills in a team environment. • Team cooperation and respect is required. • Strong analytical and attention to detail skills. • Able to travel within Canada and the Unites States. Company Profile Founded in 1988, Wheels is a leading third party transportation provider that specializes in the delivery of full truckload services to a growing list of premier North American firms. Wheels has established strategic partnerships with a formidable list of carriers, all North American railroads and an expansive network of agents worldwide to ensure our customers’ freight is transported on time, on budget, every time. Voted one of Canada’s 50 Best Managed Private Companies for 10 years in a row, Wheels is a dynamic, entrepreneurial company. Interested candidates are encouraged to send a resume with cover letter in Microsoft Word format with “Service Desk Analyst” in the subject line. Wheels thanks all applicants. However, only those selected for an interview will be contacted.

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