Information Technology Service Analyst

Title: Information Technology Service Analyst

Type: Full Time, Permanent

Positions Available: 1

About US

Unique Data Systems Inc. is an Information Technology service company that provides professional solutions for our clients. We are a customer service focussed organization that helps our client to improve productivity, by designing and maintaining Information Technology infrastructure, including servers, network support, workstations, applications support and digital filing systems. We proudly support small business, organizations and First Nation communities with managed services that support efficient operations.

We continue to grow and we are seeking a Information Technology (IT) Service Analystto join our team in Sault Ste. Marie. The ideal candidate will bring a diverse set of IT skills and will clearly demonstrate their ability to learn and grow professionally.

Do you fit with us? If you possess excellent communication skills, the ability to problem solve and troubleshoot issues, as well as seek the challenge of a fast-paced team environment, the position is ideal for you.

The Information Technology (IT) Service Analyst will provide direct support to our clients and provide timely response to inquiries. This position requires a high degree of customer service skills and the ability to interact professionally with internal teams and customers alike.

Responsibilities:

• Resolve incoming client IT queries remotely via email and phone, or at the office.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by clients.
• Explaining to the customer the problem-solving process.
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Documenting processes and maintaining service desk records.
• Ensure that their knowledge is current on trends and new applications in IT.

Qualifications

• A two-year Computer Science Diploma from a recognized educational institution with a preference for a University Degree in Computer Science, or relevant field
• At least two years' experience in an IT performance analysis and end-user support role.
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Excellent understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Exceptional analytical and problem-solving skills.
• Proficiency in English, with French being an asset.
• Excellent communication skills
• Customer-oriented and cool-tempered
• Proficiency in customer relationship management (CRM) and task management software.
• Ability to prioritize workload to meet deadlines.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Full availability for on-call 24/7 rotation scheduling.
• Valid Class “G” driver’s license
• Willingness to travel within the region. May require overnight stay.

Apply online or send in your resume to info@unique.ca by January 26, 2024 at 4:00pm. Please quote the job title.

Unique Data Systems Inc. is an inclusive employer. Accommodation is available in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. Individuals requiring accommodation during the application and/or the interview process should contact Human Resources as soon as possible to make appropriate arrangements. Only those who qualify for an interview will be contacted. An offer of employment will be conditional upon an acceptable vulnerable sector records check.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• Paid time off

Experience:

• IT support: 1 year (preferred)

Licence/Certification:

• CompTIA A+ (preferred)

Ability to Commute:

• Sault Ste. Marie, ON P6A 1Z5 (required)

Ability to Relocate:

• Sault Ste. Marie, ON P6A 1Z5: Relocate before starting work (required)

Work Location: In person