Service Desk Support Analyst

Responsibilities

• Provides technical support to canfitpro end-users via multiple channels to evaluate, prioritize and resolve reported issues with hardware, software, networking, and other computer-related technologies.
• Handles tickets to aim to achieve First Call Resolution (FCR) and First Level Resolution (FLR) of support issues and attempt to fix issues before escalating to the next support level.
• Responds and resolves assigned issues to ensure timely resolution within defined Service Level Agreements (SLAs).
• Ensures all technical issues are logged in canfitpro's ITSM solution and maintaining historical records and related documentation.
• Escalates issues to appropriate IT staff when required.
• Administers end-user hardware and service access.
• Performs setup and deployment of new and replacement end-user hardware / peripherals.
• Administers end-user accounts across varying systems and software.
• Performs onboarding, role changes and off-boarding of canfitpro associates.
• Performs deploying of software updates for end-user devices - including those which address patchable vulnerabilities.
• Use of canfitpro's software updates deployment and vulnerability management tools. Offers research support for pricing changes, competitor price comparison and feedback from the customers
• Maintains and creates IT knowledgebase articles in canfitpro's ITSM solution.
• Monitors and maintains IT assets to ensure accurate inventory records.
• Communication/Business Relationships
• Internal (within the Organization)
• Contacts: All canfitpro associates
• Purpose of Communication: To gather and share information related to reported issues and/or communicate fulfilment of service requests.
• External (outside the Organization)
• Contacts: Guests/partners of canfitpro
• Purpose of Communication: To gather and share information related to accessing appropriate canfitpro IT resources e.g., guest Wi-Fi network
• Education
• Minimum Required: Post-Secondary diploma in Information Technology
• Preferred: 3-year (or greater) degree in Computer Science or related field
• Work Experience
• Minimum Required:
• Working knowledge of Windows desktop operating systems, Microsoft Office products and Windows Active Directory
• Working knowledge of administrating Microsoft 365 cloud services
• Able to troubleshoot basic network issues
• Experience with IT ticketing systems
• 2 Years of Work Experience in I.T or a related field
• Preferred:
• 3 - 5 years of work experience
• Working knowledge in computer hardware and software configuration
• Understanding of policies and procedures as it relates to Information Services
• Experience working in an IT Service Management (ITSM) oriented environment such as ITIL
• Knowledge, Skills & Abilities
• Minimum Required:
• Excellent verbal and written communication skills
• Excellent analytical and troubleshooting skills (must be able to clearly report and document resolutions in detail)
• Excellent customer service skills
• Excellent time management, planning and organizational skills
• Ability to act individually and work together with others as part of a team
• Preferred:
• Possess the ability to recognize critical situations and discern when to apply a sense of urgency
• Ability to proactively identify problems
• CompTIA A+ Certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation
• Core Competencies
• Technical Learning : Picks up on technical things quickly. Can learn new skills and information easily. Is adept at learning new

Benefits

Additional Information

canfitpro - IT Service Desk Support Analyst About canfitpro canfitpro is the largest provider of education in the Canadian fitness industry. Founded in 1993 as a voice for all fitness professionals, canfitpro delivers accessible, quality education, certifications, conferences, trade shows, and membership services. canfitpro's over 24,000 members include some of the world's best fitness professionals, health club operators, industry suppliers, and fitness consumers. Our passion is our purpose - canfitpro inspires fitness as a desired career and lifestyle to create positive change in the lives of others. Core Values, Purpose and Vision At canfitpro, we live and breathe our Core Values of Caring Community, Curiosity, Commitment, Customer Mindset, Contribution and Cultivate a Passion for Fitness , and we are here for a Purpose: To inspire fitness as a desired career and lifestyle to create positive change in the lives of others. Our vision is aspiring to deliver accessible learning experiences to a global audience, making fitness and mental health a part of personal wellness for everyone. Job Overview This role is responsible for providing first level IT technical support and resolution of incidents and service requests for end-users. The role is also responsible for the creation, maintenance and/or participation of knowledge base articles and/or documentation for Service Desk use. Deployment support for end-user devices to ensure stability and security is another responsibility of the role.

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