Service Desk Support Analyst

IT Service Desk Support Analyst

Job Overview

This role is responsible for providing first level IT technical support and resolution of incidents and service requests for end-users. The role is also responsible for the creation, maintenance and/or participation of knowledge base articles and/or documentation for Service Desk use. Deployment support for end-user devices to ensure stability and security is another responsibility of the role.

Key Responsibilities

• Provides technical support to canfitpro end-users via multiple channels to evaluate, prioritize and resolve reported issues with hardware, software, networking, and other computer-related technologies.
• Handles tickets to aim to achieve First Call Resolution (FCR) and First Level Resolution (FLR) of support issues and attempt to fix issues before escalating to the next support level.
• Responds and resolves assigned issues to ensure time...