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Service Desk Analyst

PACE Technical

This is a Full-time position in Markham, ON posted October 3, 2022.

Do you love working with people as much as you love working with tech? If yes, then we have an opportunity that will expand your expertise in all things IT. We’re currently looking for a Service Desk Analyst to join our team – we’re looking for you!Get to Know PACEPACE is a flourishing Managed-IT company dedicated to providing all-inclusive IT services to small and mid-sized businesses across the GTA. For several years, we’ve been officially recognized as one of the top 25 Great Places to Work in Canada. We maintain a highly collaborative culture where doors are always open, ideas are constantly shared, and learning opportunities are abundant.You will be joining a small, close-knit team in a fun and productive work environment. We’re a real family, and enjoy any opportunity to connect with one another, even in a remote environment.General Job InformationYour biggest asset in this role will be your ability to develop strong relationships with clients. Your friendly and confident approach, together with your IT expertise, will allow you to build trust. People will love working with you because you’re committed to finding the best solutions for them.You’re the right fit for this role because you are:* Focused: Your clients appreciate your patience and calm demeanor; no matter what issue, big or small, you’re facing. * Process-Oriented: You enjoy following systems and checklists to keep things organized for yourself and your clients. * A Team Player: You’re always willing to lend a helping hand.* Eager to Learn: We know you don’t know everything there is to know about IT – and that’s okay! If you’re dedicated to improving your skills and expanding your knowledge, you’ll fit right in here.This role reports to our VP of Operations and works closely with various departments to ensure optimal operations.Job Duties & Responsibilities* Participate in the day-to-day operations within the Service Desk Department* Adhere to our established Service Desk processes, procedures, and policies* Complete service requests for new user creations, deactivations, and other setups* Provide assistance and support to the Service Desk Team whenever possible* Escalate client issues to our Escalation Team if need be* Collaborate with other departments to optimize operations* Assist clients in resolving technical issues as per our customer satisfaction standards* Provide problem determination and resolution to a variety of applications* Achieve or exceed all measurable Key Performance Indicators (KPI)* Attend regular 15-minute huddles with the Service Desk team to review tickets and discuss any areas of concern* Participate in after-hour on call rotations* Document all client problems and resolutions into our internal ticketing system* Attend other regular internal/external meetings as required* All other duties and responsibilities as assigned by the VP of OperationsJob Requirements* Bilingual (ability to speak English/French) is a strong asset* Previous experience working within the IT industry is an asset* Previous customer support experience is an asset* Previous experience working with IT security, Citrix/Terminal Servers, and Cloud-Base Systems is an asset* Advance MS Office and technical skills* Excellent communication, interpersonal, and active listening skills* Professional, proactive, and personable telephone etiquette* Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries* Ability to solve problems independently, effectively, and efficiently* Ability to multi-task and work under tight deadlines* Ability to manage changing priorities effectively and efficiently* Strong team player spirit is a mustBenefits of Working at PACE* Paid vacations* Competitive salary* Comprehensive benefits program* Wellness program* Regular social events, inclusive of birthday celebrations* Professional development* Flexible working models* & many more employee perks!Additional DetailsYou’ll work Monday to Friday, 40 hours per week, during standard business hours. This is a hybrid position, meaning you will be required to work in our Markham office as needed, but can also work remotely. In addition, you will be joining our after hours on-call rotation, responding to emergency evening and weekend alerts for one week every 2 months.A strong, reliable internet connection and access to a car are a must. We have regular virtual meetings through MS Teams, to ensure that our team is always connected and working together.PACE also has a COVID Vaccine Policy in place, and as such, employees are required to be fully immunized.PACE is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. Should you require additional accommodation during our recruitment process or your employment, please advise our Human Resources Manager.All applications will be reviewed, but only those selected for an interview will be contacted. We look forward to hearing from you!