Job Description
Position Type
Permanent
Closing Date
Job Description
As part of our Service Desk team, the IT Service Desk Analyst will provide first-level technical support to internal and external staff through inbound calls and portal and self-service tickets using a priority-based ticketing system, solving both routine and complex technical issues. The role supports a supportive environment with one-on-one training and extensive opportunities for development.
Working hours are rotating shifts Monday to Friday 8:30am-6:30pm Newfoundland time, with a rotating 24/7 on‑call schedule approximately one week every ten weeks.
Responsibilities
- Communicate with customers via inbound phone queue and self-service ticketing system and perform follow-ups via phone, chat, and email.
- Log, triage, troubleshoot, and resolve technical incidents and service requests in our service management system.
- Escalate unresolved i...