About ESW – IT Business Advisors
ESW-IT is an established IT Consulting Firm providing end-to-end IT services and solutions to small, mid-sized, and enterprise businesses. At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude
Our Core Values
To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values.
Courageous Spirit - Intentionally moving forward while persevering in a positive manner.
Servant Heart - Willingness to put others ahead of us while fostering fellowship with co-workers, clients, vendors and community.
Fun Attitude - Approaching our lives in a way which encourages excitement, passion and enjoyment.
This position reports to: Taryn McIlmoyle
Position Highlights
Service Desk Analyst
Location: Victoria, British Columbia
Full time, permanent
Hours: 9 am – 6pm (After training period)
Core Competencies required for this position
Client-centered Communication
Results-oriented
Collaborative Mindset
Initiative and Accountability
Empathetic Engagement
Primary Focus/ Job Description
Act as the first line of support for all IT-related incidents and service requests via phone, email, and/or ticketing system
Accurately log, categorize, and prioritize incoming issues using the service desk tool
Troubleshoot and resolve hardware, software, and network issues for end-users
Provide support for common enterprise applications (e.g., Microsoft 365, Windows, VPN, remote access tools)
Escalate unresolved incidents to appropriate support teams in accordance with SLAs
Follow up with users to ensure issues are resolved and satisfaction is achieved
Document solutions and contribute to the IT knowledge base and FAQs
Assist in onboarding and offboarding processes including user account setup and access permissions
Support mobile devices, printers, and other peripheral equipment
Adhere to IT service management best practices
Additional duties as required to support the business or team
Skills and Experience Required
Post-secondary education in a computer related discipline such as Computer Engineering Technology Diploma
A+, MS100, and other industry certifications are desirable
Background in Microsoft based environments with strong desktop skills
Strong verbal and written English skills
Clearly communicate with clients by phone, in person, and in writing
Able to remain calm and work efficiently in stressful circumstances
Able to work well as part of a team
An appropriate combination of education and experience will be considered
Working Conditions
This role can be physically demanding at times, requiring the carrying, setting up, and servicing of hardware weighing up to 50 pounds, in a variety of office environments
The successful candidate must comply with the safety standards of ESW-IT and/or its clients
Contacts
External clients and vendors
ESW Leaders, coworkers, and administrative staff
How To Apply
Please provide a cover letter, kindly include:
Where you saw this position advertised
If you were referred to this position, the name of the ESW co-worker who referred you.
Only applicants eligible to work in Canada will be considered.
Background checks and other assessments are conditions of employment.
To view all our job postings, visit our website at http://www.eswit.com/careers.html
