Service Desk Analyst, Public Alerting
Pelmorex Corp
full-time
Posted on:
Location Type: Hybrid
Location: Oakville • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Responsible for ensuring that critical time-sensitive, efficient and courteous support is provided to all users of the system.
- End to end monitoring of the system with a keen eye for catching issues.
- Responsible for logging all incidents, creating/resolving tickets and escalating to next level support (when required).
- Responsible for providing 360 follow-up of resolution with users of the system, ensuring that a full history of all problem resolution activity is available for historical, statistical or auditing purposes.
- Responsible for following standard operating procedures.
- Responsible for all operation report generation, bulletins and posting to our website.
- Participate in creating and executing application and operational tests related to the system and operations centre, including the rollout of software updates and the installation of new equipment with internal support departments and external users of the system.
- Participate in creating and maintaining technical support documentation including User Guides, Training material, Processes and Procedures.
- Provide training to the end users.
- Responsible for training/orientation of new Service Desk Analysts as needed.
- Participate in project work and special management change requests, as required.
- Available to help and pool in (if needed) to maintain 24/7 support continuity for shift gaps and emergency situations.
Requirements
- Post-secondary diploma in Computer Science or some awesome equivalent experience
- Minimum of 3 years’ experience in a technical support environment providing 24/7 customer service
- Excellent verbal and written communication skills
- Excellent troubleshooting skills across multiple environments
- Must be willing to work on a variety of shifts that may include day, evening, night, weekends and statutory holidays.
- Experience with Cloud infrastructure setup/technologies is a must.
- Bilingual (English and French) is an asset.
- System Monitoring/NOC experience is an asset.
Benefits
- Flexible Work Environment 💻
- Retirement Savings Matching Plan (RRSP). Plan for your future with us! 💸
- Personal Spending Account 💰
- Up to $500 to spend on anything related to physical, mental or financial well-being (in addition to your Health Care Spending Account)
- 17 Paid Days Off (in addition to 13 Personal Days) 🌅
- An extra day off during the month of your birthday 🍰- our gift to you!
- An IDEAS (Inclusion, Diversity, Equity, Awareness, Solidarity) team ⚖️
- Course Reimbursement Program 📚 We want you to keep learning, so we can too
- Open and transparent communication, including All Hands Meetings with our CEO
- Pelmorex Learning Academy 🏫
- Virtual counseling sessions with Inkblot 🧠
- Free online doctor visits 👩⚕️ with Maple Online Healthcare
- Employee pulse surveys 📝 we value your feedback
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingincident loggingticket resolutionsystem monitoringapplication testingoperational testingreport generationdocumentation creationcloud infrastructure
Soft skills
communicationcustomer serviceproblem resolutiontrainingteam collaborationattention to detailadaptabilitytime managementinterpersonal skillsorganizational skills
Certifications
post-secondary diploma in Computer Science