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Skills: First Level Support, Troubleshooting, Incident Management, User Account Management, Customer Service
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Business Intelligence Specialist (with Qlik and/or C# experience)
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Job Description Vacancy Status: This posting is not for an existing vacancy within the organization and is open to new applications. (New Head Count) AI Disclosure: As part of the application process, Artificial Intellig…
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$47k–$59k/yr
Full-time
associate degree, professional certificate
Posted 18d ago
~40 hrs/week
Responsibilities
The Service Desk Analyst provides first-level technical support for hardware, applications, and infrastructure issues across various communication channels. Key duties include logging incidents, managing user permissions, and developing knowledge base articles to ensure efficient resolution of client issues.
Requirements
Candidates should have a community college diploma or equivalent training and 2-3 years of experience in a Service Desk or Windows technical support environment. Proficiency in Microsoft Office and LAN/WAN procedures is desired, and CompTIA A+ certification is preferred.
Full job description
SUMMARY
Reporting directly to the Team Leader, the Service Desk Analyst provides first level support for all technical issues, for hardware, applications and infrastructure, experienced by BGIS users. Escalates as required to ensure prompt and efficient resolution of the client’s issues, balancing between minimizing the impact on our client’s productivity and the financial impact on the entire organization. The agent is expected to work in a shift work environment.
KEY DUTIES & RESPONSIBILITIES
Responds to inquiries from a wide variety of channels including (but not limited to) phone, email voice mail, instant messaging and walk-up clients from corporate offices, customer site locations, regional users and, in ever-increasing numbers, work-from home clients, to extract information and trouble shoot to resolve hardware, application and infrastructure issues.
Provides first level support for all hardware and application issues to resolve problems promptly and efficiently and escalates issues as required.
Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve issues efficiently.
Documents relevant issues and resolutions to ensure recurring problems are identified.
Logs support calls into the call tracking system to ensure accurate documentation is completed.
Provides training for new employees to ensure systems, processes and procedures are uniformly utilized in the department.
Prioritize and manage incidents, service requests and emails and other day to day tasks
Manage user accounts and permissions, setup email accounts and network shared folders
Identify recurring problems and report them to the relevant support teams, and provide necessary workarounds, fixes, and resolutions to the clients
Assist with maintaining Incident and End User Request Management process
Maintain responsibility for off hours support (24/7) on a rotating schedule
Occasional participation in project/assignment work may be required and must be accomplished in addition to main responsibilities as call-takers
Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
Monitor call volumes and queue wait times to ensure customers are being serviced within the department ASA
Prioritizes urgency to ensure business impact is minimized.
Respond to Team Leader requests for priority issues and provides resolutions accordingly to minimize impact on the business. These priority issues requests must be accomplished in addition to main responsibilities as call-takers
EDUCATION REQUIREMENTS
Community college diploma or equivalent training and hands-on experience
Additional courses in, or knowledge of Microsoft Office and LAN/WAN procedures would be an asset
JOB-RELATED EXPERIENCE
Minimum of 2-3 years of experience in a Service Desk environment, or equivalent hands-on experience, training and education, as well as hands-on technical support experience in a Windows environment
KNOWLEDGE & SKILLS
Excellent customer service, communication and analytical skills
Experience with service desk software (LANDesk) an asset
Problem identification and root cause analysis
Ability to organize and prioritize work in a fast-paced, changing environment
Strong analytical, communication, and customer interfacing skills
Work well in a busy team, being quick to learn and able to deal with a wide range of issues
Strong communication and customer service skills
Be Inquisitive and analytical, always looking for things that can lead to systems outages
Be flexible, creative and resourceful, able to “connect the dots”
Be a great communicator with the ability explain issues to clients with a wide variety of experience and confidence with technology quickly and concisely
Licenses and/or Professional Accreditation
CompTIA + or working towards certification
This is a regular, full-time position with a salary range of $47,118 - $58,897 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.
#LI-HG #LI-Onsite
We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy. BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 50,000 facilities totaling more than 600 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric if our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!
BGIS is an equal opportunity employer, and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at [email protected]. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.
Related keywords
Service DeskTechnical SupportHardwareInfrastructureWindowsLANDeskCompTIA A+LAN/WANIncident ManagementUser PermissionsKnowledge BaseRoot Cause AnalysisCustomer ServiceBGISFacility ManagementIT Support
BGIS is a global leader in integrated facility management services.
With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 50,000 facilities totalling more than 600 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.
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BGIS est un leader mondial des services de gestion intégrée des installations. Plus de 600 millions de pieds carrés de portefeuilles clients répartis sur plusieurs marchés, notamment ceux des gouvernements, de l’enseignement supérieur, des services publics, des télécommunications, des services financiers, du pétrole et du gaz, des soins de santé et de l’information dans les nuages. En plus de gérer un portefeuille diversifié de bureaux, de commerces de détail, de collèges, d'hôpitaux et d'actifs industriels, BGIS est un leader mondial de la gestion de centres de données et d'autres environnements critiques.
Offices: 4175 14th Avenue, Markham, ON L3R 0J2, CA · Level 15, 120 Albert Street,, Auckland, North Island 1010, NZ · 680 George Street, Level 36, Sydney, NSW 2000, AU · 140 Robinson Road,, #18-50, Singapore, Singapore 068907, SG · 78 Lyndhurst Terrance, 23/F The Workstations, Central, Hong Kong 0000, HK
Facilities Management and Facilities ServicesProject Delivery ServicesEnergy and Sustainability SolutionsBuilding Performance ManagementWorkplace Advisory and ManagementReal Estate Management ServicesFuel System Maintenance and RepairData Centers and Critical Environments (US)Professional ServicesProject Management
How many Technology jobs are open in Markham, Canada right now?
There are currently 250 open technology positions in Markham, Canada listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Technology roles in Markham, Canada?
Companies currently hiring include AMD, Qualcomm, CAA Club Group, Huawei Canada, Aviva, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Technology jobs in Markham, Canada?
Yes — 116 of the 250 open technology positions offer remote or hybrid work (5 remote, 111 hybrid).
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