Service Desk Analyst
WBM is looking for a talented individual to join our Service Desk team in the role of Service Desk Analyst.
The Service Desk Analyst’s function is to act as a single point of contact between users (clients) and IT Service Management (WBM Support services), supporting a spectrum of associated functions that focus on improving customer satisfaction while managing incidents and service requests from end users.
This is a full-time position, with evening, weekend, and overnight hours potentially being a requirement.
As a Service Desk Analyst you will provide full client support utilizing ITIL and WBM standards and best practices to provide frontline technical support to corporate clients and their internal users via telephone, email, and online requests. You will also provide remote support to business operations in other locations using remote systems and tools, and work in close collaboration with our clients and their specialized 2nd and 3rd level technical teams.
The successful proponent will execute daily tasks involved in the whole lifecycle of incidents or service requests from receipt, detection, and discover to resolution and closure, and be the first point of contact to perform high level triage and diagnostics, assess problems, troubleshoot, and prioritize responses within the IT ticketing software system. You will also be required to meet or exceed in WBM’s Service Desk performance objectives, expectations, and quality assurance program.
Ultimately, this role offers the candidate the ability to provide outstanding customer service while utilizing some of the best technology in the industry.
At a minimum, the successful candidate will possess these attributes:
- Formal IT training from an accredited post-secondary institution
- Minimum 2-3 years Customer Service experience a must from any industry
- Minimum 2-3 years supporting users on a service desk with technical computer issues via telephone
- Proven triage and troubleshooting skills
- Must be able to work shift rotation – this includes daytime shifts, afternoon shifts, weekends and split shifts if required
- Experience with Active Directory – including creation of ID’s, removal of accounts, and assigning folder permissions
- Application provisioning
- Familiarity with service desk tools
The opportunity to succeed is exceptional and the opportunities to advance will be in multiple areas.
WBM will offer you a competitive income and benefits package with clear paths for advancement. At WBM, we understand that the benefits we provide must go beyond caring for your health they must also provide for your financial well-being. That’s why in addition to medical, dental and disability coverage, we also provide you an attractive company pension plan, and a personal development program.
Only applicants selected for an interview will be contacted. We sincerely thank all applicants for their interest in WBM.
Join our team, and write your own story.