Senior Insight Analyst at Yodeck turning complex data into strategic business insights. Collaborating with teams across Marketing, Revenue, and Customer Success in a fast - growing SaaS environment.
About the role
- Provide first level IT support for Spark Power employees. Oversee IT service delivery and continuous improvement in a fast-paced environment with a diverse customer base.
Responsibilities
- Provide exemplary end-user support and service in all situations via the ITSM tool
- Diagnosing and troubleshooting hardware, software, and basic network issues.
- Install, configure, and maintain desktops, laptops, and peripheral devices along with third party service providers
- Support software installations and license management for end-users
- Provide a prompt response to user requests for information and assist in application system problem resolution
- Keep the end-user informed of remediation progress and advise on workarounds
- Develop and maintain IT knowledge base containing troubleshooting approaches, methods and fixes
- Perform access control activities such as Active Directory accounts, local user privileges, application access, etc.
- Prioritize and allocate incidents and provide on-call support as required
- Be informed on the IT operating environment (hardware and software) as it relates to overall IT service delivery
- Collaborate with other IT Services Leads for activities such as incident management, problem management and root cause analysis.
- Escalate critical issues to manager and appropriate team members
- Coordinate with manager and off-hour support team members to resolve high severity after-hours incidents
Requirements
- Excellent interpersonal and customer service skills
- Exemplifies positive and solution driven attitude when faced with challenges
- Strong analytical, verbal, and written communication skills
- Experience in supporting VOIP phone system solutions
- Demonstrated experience troubleshooting IT services including hardware, software, and processes
- Demonstrated knowledge of laptop, mobile and portable device technologies
- Demonstrated knowledge of the Microsoft ecosystem
- Operate with strong attention to detail and a focus on the standard of service delivery quality
- Self-motivated with a high level of initiative and accountability
- Able to multi-task and perform well in a fast-paced environment
- Bachelor’s or post graduate degree in Computer Science, IT, business or related field.
- 2+ years in IT Service Desk or similar
- Awareness of ITIL or other IT service management frameworks
Benefits
- Diverse customer base-including: industrial, commercial, and institutional
- Competitive wages and commission, and bonus structure
- Excellent benefits package with flexible options and wellness spending accounts
- RRSP
- Hands-on and supportive leadership team
- Continuous training and skills improvement including Spark U and external training
- Employee referral bonus program
- Corporate discounts (hotels, travel, insurance, retail)
- …much more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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