IT Service Desk Analyst

The Service Desk Analyst, I serves as a Level 2 escalation point for the SGS Global Service Desk. Under moderate supervision acts as an expert for diagnosis and resolution of advanced technical issues with SGS Standard and Laboratory specific PC hardware, software, or network/communications tools & connectivity.

• Tracks, monitors, documents and communicates with end-users for the requests, issues and incidents through completion using ServiceNow
• Completes assigned tasks in support of business-driven projects and initiatives
• Provides ‘local onsite’ assistance for employee incident resolution where applicable
• Provides ‘local onsite’ assistance to other IT teams and vendors when required for new system installs, incident troubleshooting & resolution, site surveys, or other IT activities
• Documents procedures and troubleshooting processes related to SGS standard and Laboratory personal computers
• Performs other duties as assigned.

Requirements

• Bachelor’s Degree or equivalent education and experience in Information Technology or related discipline
• 2+ years’ experience supporting a multi-faceted business environment
• Experience performing hardware and software troubleshooting and break-fix repair
• Experience in an IT role providing customer service

Additional information

SGS Canada is an equal opportunity employer, and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process. Accommodations are available on request for qualified candidates during each stage of the recruitment process.

Please note that candidates applying for Canadian job openings should be authorized to work in Canada.