Customer Solutions Analyst Job In Burnaby

Job Title: Customer Solutions IT Analyst

Location: Burnaby, BC

Type: Permanent, Onsite

• All applicants must be legally entitled to work in Canada**
  
  

The Position

Our client is seeking an onsite Customer Solutions IT Analyst to join their Burnaby team. Reporting to the Customer Service Supervisor, your role within the Information Technology team is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution involves the use of diagnostic and request tracking tools, as well as requiring that you give in-person, remote, and/or phone assistance at the desktop level as necessary. Your position covers Canada wide operations with regional hands on assistance in BC!

What You'll Do

• Monitor and report emerging trends and incidents to management.
• Use distribution tools to deploy pre-packaged software to end users.
• Provide courteous and timely resolution of end-user issues via telephone, web portal, email, and chat.
• Build rapport with users and gather problem details.
• Prioritize incidents and service requests based on defined processes and SLAs.
• Escalate incidents with accurate documentation when necessary.
• Record and track incident-solving process until final resolution.
• Use remote tools and diagnostic utilities for troubleshooting.
• Research solutions through internal and external knowledge bases.
• Identify and learn about organization-supported software and hardware.
• Perform desktop-level fixes (hardware repairs, peripheral delivery) when remote tools aren’t suitable. Primarily focused on the BC region.
• Check and clean workstations, printers, and peripherals.
• Test fixes to ensure incidents are resolved.
• Develop help sheets and FAQs for end users.
• Contribute to technician knowledgebase as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
  
  

Mandatories

• College Diploma or University Degree in Computer Science or equivalent and 5+ years’ progressive experience in providing similar support.
• Basic computer hardware knowledge (desktops, laptops, servers).
• Understanding of networking layers, particularly Cisco/Meraki hardware.
• Familiarity with virtualization environments using VMware.
• Experience with desktop and server operating systems (Windows, iOS).
• Past exposure to email systems (MS Exchange, M365).
• Data backup and recovery skills (preferably with Veeam).
• Proficiency in virtual desktops and Citrix applications.
• Extensive application support experience in mid-large sized companies.
• Working knowledge of diagnostic utilities (e.g., TeamViewer).
• Familiarity with ITIL or COBIT principles (beneficial).
• Exceptional written and oral communication skills.
• Strong interpersonal skills, including rapport building and active listening.
• Effective documentation abilities.
• Fluent in English (French language skills considered a bonus).
• Your personal attributes include:
• Research-oriented mindset for computing issues.
• Quick information absorption and retention.
• Ability to convey complex ideas in user-friendly language.
• Self-motivated and detail oriented.
• Strong analytical and problem-solving abilities.
• Effective task prioritization in high-pressure environments.
• Customer service orientation.
• Collaborative team player.
• Willingness to learn business processes.
  

If you are interested in this position and meet the above criteria, please click the 'Apply for Job' button below to send your resume securely and in confidence directly to the recruiter in charge of this position. We thank all applicants; however, only those selected for interviews will be contacted.

WE APPRECIATE YOUR INTEREST IN 10 PERCENT RECRUITING LTD.

Equal Opportunity

10 Percent Recruiting is committed to building a workplace where inclusion is valued. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, disability, age, or any other non-merit based or legally protected grounds.