Service Desk Analyst North Bay Job at ThinkOn
NORTH BAY, ON, CANADA .
FULL-TIME . OCTOBER 21, 2022
FULL-TIME . OCTOBER 21, 2022
Description
ThinkOn Inc: Where Data Thrives
Founded in 2013, ThinkOn Inc. is dedicated to solving complex data problems with its portfolio of turnkey Infrastructure-as-a-Service (IaaS) solutions. As a cloud service provider, ThinkOn’s channel-only distribution empowers over 150 value-add resellers and managed service providers to service the data needs of more than 1150 businesses in commercial enterprise and public sectors across North America, the United Kingdom, Australia, and the Caribbean. ThinkOn Cloud Services are engineered for high availability and scalability to securely host, manage, and store all types of data workloads with industry-leading technology platforms, including VMware, Dell Technologies, Hitachi, Intel and HP. Recognized for its aggressive growth, ThinkOn is listed in
Globe & Mail’s Report on Business ranking of “Canada’s Top Growing Companies”,
Canadian Business “Growth List”, and
Channel Daily News “Top 100 Solution Providers”. ThinkOn is headquartered in Toronto, Ontario. To learn more, visit www.ThinkOn.com
This position is based in North Bay, Ontario.
This role requires availability to work in the night shift and on-call. The shift will be determined by the manager.
Purpose of Role
The Service Desk Analyst will act as the single point of contact for all incidents and services being provided to our customers. This role will be responsible for coordinating the delivery of services to our customers and incident management process. The Service Desk Analyst must be capable of coordinating a team of internal and external staff, coordinating projects, and will be a recognized expert in ThinkOn products, services, and practices.
Specific Responsibilities
- Provide incident management, triage and escalation processes for all ThinkOn product and service issues
- Provide technical support and escalations to second level support and vendors
- Follow up on ongoing support issues and communicating to the clients
- Perform operation maintenance activities as assigned
- Provide support for ThinkOn internal corporate systems
- Create and update documentation of internal and external operations processes
- Inform team members of project statuses and progress
- Light project coordination and assisting with project documentation
- Identify opportunities to enhance productivity, effectiveness and operational efficiency
- Take service desk calls and participating in after-hours and on call support
- Notify the manager when there are issues, risks, or schedules that cannot be met
- Run activities related to the ITIL process such as change management, problem management, and asset management - eventually leading these processes
- Conduct physical installation and removal of IT equipment (rack stack, logical installation, and maintenance)
- Approve and coordinate tickets to add or remove equipment from the data centres
- Go to the data centres to escort customers and perform installations
Education & Experience
2+ years experience with IT Support- Experience or Education in Information Technology and CompTIA A+
- Experience or Education in Project Coordination
- Experience in a Call Centre or Service Centre Environment and operations
- Experience with Service Delivery and Engagement Coordination
- Experience with Technology Concepts, specifically in virtualization, IT Infrastructure, and Disaster Recovery
- Experience with Service Desk and Incident Management
Skills & Abilities
Ability to quickly learn new software technologies- Strong time management skills with the ability to prioritize work
- Strong analytical and problem solving skills with the ability to think outside the box and be innovative and resourceful
- Strong written and verbal communication skills with the ability to effectively communicate with all parties involved
- Ability to work night shifts and on-call as determined by the manager
- Bilingual in English/French is considered an asset
ThinkOn Inc. is committed to a workforce that is reflective of diverse populations. We welcome applications from qualified individuals from all backgrounds. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), and accessibility standards across Canada, ThinkOn Inc. will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require any accommodations, please notify us and we will work with you to meet your needs. We are committed to a selection process and work environment that is inclusive, equitable and accessible.
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