Service Desk Analyst

About the Role

Our client, an innovative Information Technology services firm collaborating with prominent global enterprises, is seeking a Service Desk Analyst to become part of their expanding team based in Halifax. This position involves working in a hybrid model, with two days required in the office.

Key Responsibilities

• Manage incidents and service requests independently from start to finish.
• Conduct thorough triage, troubleshoot, and resolve issues of moderate difficulty efficiently.
• Continuously watch over systems, alerts, and events, correlating data to detect and respond early to incidents.
• Maintain ticket queues, manage backlog, and prioritize work adhering to Service Level Agreements (SLAs).
• Collaborate with various resolver groups and stakeholders to ensure prompt incident resolution.
• Support incident management processes and facilitate communication with stakeholders.
• Adhere to and actively seek enhancements for Standard Operating Procedures (SOPs).
• Contribute to creating and updating knowledge base articles to maintain consistent service quality.
• Assist in change management activities including communication, coordination, and validation.
• Provide input for reporting, trend analysis, and deliver service insights.
• Identify and implement opportunities to reduce escalations and improve operational efficiency, promoting a "shift-left" approach.

Qualifications

• Prior experience in Tier 1 or Tier 2 Service Desk or a related support role.
• Strong understanding of IT systems and fundamental infrastructure components.
• Proven ability to troubleshoot and resolve technical problems independently.
• Effective communication skills with the ability to manage stakeholder expectations.
• Familiarity with ITIL methodologies, specifically Incident, Change, and Problem Management processes.
• Experience working within global or 24/7 support settings.
• Availability to work during weekends when necessary.

Additional Information

This opportunity offers an excellent chance to grow within a developing team. The company provides a competitive salary, comprehensive medical and health benefits, as well as a Registered Retirement Savings Plan (RRSP) matching program.