Job Description
Title: Service Desk Analyst
Location: Remote Canada
Reports To: Service Desk Manager
The Role:
A Service Desk Analyst will be part of a 24/7/365 team providing first level technical support to business offices around the world. They will field and triage technical issues related to enterprise business applications, monitoring, email and messaging, network infrastructure, account management, active directory, desktop support, telephony, database, security, and new software requests then facilitate resolution with the appropriate teams across the organization. Service Desk Analysts will provide support relating to incidents serving as a single point of contact and coordinator for any system-related issue. They also work closely with their leaders, team members and other IT departments to provide technical support and resolution of all issues. Service Desk Analysts need to balance creative and technical problem-solving, customer service, and collaboration techniques to ensure the personnel throughout the organization can access and utilize the software and resources they need for work.
The Impact You Will Have In This Role
The Service Desk Analyst is part of the Single Point of Contact (SPOC) strategy under IT Service Management for JDP. The 24/7/365 availability of the Service Desk Analyst will allow the business to access a first-tier technical support team 24/7/365 to help address requests or issues. The Service Desk Analyst is also part of the Network Operations Center (NOC) team that provides 24/7/365 monitoring support for critical business application and services.
What You'll Be Doing In This Role
I’m looking for individuals with a passion for delivering positive and consistent first-tier technical support for all customers. The Service Desk team is also an ecosystem that supports fresh ideas, constant growth, and a positive group think mentality. The individual who will be successful in this role will embody the motto “what can I do to help?” for both internal team members and the business.
Company Mission
J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.
Our Values
We POWER Our Customer's Success
We are Innovative, Collaborative and Grounded in Data
We Make Things Easy
We Get It Done
We Start with Trust & Prove it Everyday
J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com.
J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within J.D. Power group of companies as well as to third parties acting on J.D. Power’s behalf, including also transfers to servers and databases outside the country where you provided J.D. Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.
To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
Title: Service Desk Analyst
Location: Remote Canada
Reports To: Service Desk Manager
The Role:
A Service Desk Analyst will be part of a 24/7/365 team providing first level technical support to business offices around the world. They will field and triage technical issues related to enterprise business applications, monitoring, email and messaging, network infrastructure, account management, active directory, desktop support, telephony, database, security, and new software requests then facilitate resolution with the appropriate teams across the organization. Service Desk Analysts will provide support relating to incidents serving as a single point of contact and coordinator for any system-related issue. They also work closely with their leaders, team members and other IT departments to provide technical support and resolution of all issues. Service Desk Analysts need to balance creative and technical problem-solving, customer service, and collaboration techniques to ensure the personnel throughout the organization can access and utilize the software and resources they need for work.
The Impact You Will Have In This Role
The Service Desk Analyst is part of the Single Point of Contact (SPOC) strategy under IT Service Management for JDP. The 24/7/365 availability of the Service Desk Analyst will allow the business to access a first-tier technical support team 24/7/365 to help address requests or issues. The Service Desk Analyst is also part of the Network Operations Center (NOC) team that provides 24/7/365 monitoring support for critical business application and services.
What You'll Be Doing In This Role
- Manage incoming incidents and service requests via email, tickets and calls regarding IT technical operations
- Accurately triage, diagnose, categorize and identify the business impact and urgency and respond accordingly for all incidents and service requests
- Ability to correlate between previous issues to ensure duplication of work is eliminated
- Ability to dissect an issue to determine the full scope
- Strive for first-call resolution and maintain a high level of customer satisfaction
- Support escalations and incidents to comply with Service Level Agreements
- Monitor and coordinate ongoing statuses of reported issues and proactively communicate until confirmed resolution has been met to a high degree of user satisfaction
- Adhere to procedures, workflows, documentation and reporting obligations
- Manage system monitoring alerts and dashboards to avoid or minimize the duration of system issues or downtime
- Collaborate cross departmentally to ensure efficient operation and positive rapport
- Follow ITIL best practices
- Confidently operate with complete ownership and passion of all Service Desk Analyst roles and responsibilities
- Operate in a way that represents the IT technical operations organization in a positive, trustworthy and effective light
- Demonstrable experience in working in technical 24/7/365 Service Desk team in a non-leadership capacity an asset
- Experience working with geographically dispersed teams
- Post Secondary diploma or degree in Computer or Business-related fields
- Proven ability to maintain good relationship with teams, customers and vendors
- Flexibility and accountability with scheduling for a 24/7/365 model (Shifts: 7am-3pm, 3pm-11pm, 11pm-7am EST)
- NOC first-tier technical support experience
- Incident Management and root cause analysis experience
- Service Level Agreement and Operating Level Agreement management experience
- Strong customer-service orientation with a passion to serve all customers
- Strong attention to detail
- Strong listening skills for non-technical customers
- Experience in documentation creation
- Strong organizational skills
- Team/results-oriented, flexible, proactive, self-starter
- Strong communication skills, both written and verbal skills
- Relevant certifications such as A+, MSSA or MCSE an asset
- ITIL experience or certification an asset
I’m looking for individuals with a passion for delivering positive and consistent first-tier technical support for all customers. The Service Desk team is also an ecosystem that supports fresh ideas, constant growth, and a positive group think mentality. The individual who will be successful in this role will embody the motto “what can I do to help?” for both internal team members and the business.
Company Mission
J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.
Our Values
We POWER Our Customer's Success
We are Innovative, Collaborative and Grounded in Data
We Make Things Easy
We Get It Done
We Start with Trust & Prove it Everyday
J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com.
J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within J.D. Power group of companies as well as to third parties acting on J.D. Power’s behalf, including also transfers to servers and databases outside the country where you provided J.D. Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.
To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.