Service Desk Analyst (Hybrid-Contract)

ThinkOn is a managed infrastructure services provider focused on empowering partners with their data. The Service Desk Analyst will serve as the primary contact for all incidents and services, coordinating service delivery and managing incident processes to ensure high levels of customer support.ResponsibilitiesMonitor incoming tickets, liaise and communicate with the customer/partner/vendor, gather pertinent information regarding issues and update the ticketsEnsure tickets are properly updatedWork to meet service metrics for all types of work requiredEscalate higher priority issues and escalations as per internal process - Monitor and take phone calls from customers, partners, and vendorsNotify management when there are issues, risks, service metrics or schedules that cannot be metFollow up on ongoing support issues and communicating with all parties involvedCreate and update documentation of internal and external operations processesIdentify opportunities to enhance productivity, effectiveness, and operational efficiencyProvide escort to customers/vendors/partners and internal staff to North Bay locationHelp manage and maintain North Bay locationOperation maintenance activities as assignedOther duties as assignedSkillsEducation or experience in Information TechnologyEducation or experience in ITIL/ITSM methodologiesExperience in a Call Centre or Service Centre and IT Operations environmentKnowledge of Information technology concepts, specifically in Virtualization, IT Infrastructure, data storage, networking, and Disaster RecoveryService Desk and Incident Management skillsService Delivery and Engagement Coordination skillsAble to maintain a high work ethicExcellent analytical and problem-solving skills with the ability to think outside the box and be innovative and resourcefulAbility to quickly learn new software and hardware technologiesStrong time management skills with the ability to effectively prioritize workStrong written and verbal communication skills with the ability to communicate with all parties involved; In English and in French for bilingual rolesCompany OverviewDRaas, laaS, Cloud Application Hosting and Data Storage as a Service. It was founded in 2012, and is headquartered in Etobicoke, Ontario, CAN, with a workforce of 51-200 employees. Its website is https://www.thinkon.com.



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