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Service Desk Analyst
Summary
Kortext is a leading eTextbook provider, serving universities globally. We are recruiting a Service Desk Engineer to provide support and expertise to our internal teams across the business.
Kortext has seen significant growth in the last 12 months and this role is key to driving our expansion by continuing to build on this success. The ideal candidate is an experienced service desk engineer capable of providing 1st line and 2nd line support alongside some infrastructure project work. This role will be reporting to the IT Operations Director.
Key Responsibilities:
· Provide remote and in person end user support on various IT software’s including MS Office Suite and Salesforce Service Cloud using a service desk ticketing system
· Administer user access and configuration of new employee set-up
· Conduct system access audits in compliance with Access Management process
· Triage, solve or escalate internal client issues within agreed timeframes
· Be accountable for customer satisfaction of delivery of services, responses to request, and escalation management
· Perform day to day system administration of client environments, including but not limited to system monitoring, troubleshooting, and capacity management
· Assist operations staff with inventory management, hardware distribution and maintenance
· Provide support to the IT Projects team and Development team where required
· Keep our data secure and ensure its storage is compliant with data protection rules and regulations
· Able perform desktop support related tasks in-office at Niagara location
· Embody the company values of Passionate, Pioneering, Persistent and Personable
Education & Experience:
· Bsc/BA in Computer Science, Engineering, or significant industry experience
· Demonstratable experience in a service desk position supporting customers in a fast-paced environment
· Working knowledge of key IT applications including Office 365, Salesforce (preferred)
· Capable of building effective working relationships with internal and external stakeholders at all levels
· Maintain a general knowledge of company's software functionality and comprehension of licensing strategies
· Experience working with Active Directory, Azure Active Directory, Microsoft Excel
· Working knowledge of Office 365 Admin, and Azure portals.
· Experience providing Desktop Support (troubleshooting) to end-users
· A background in supporting a fast-growing business is preferred
· Strong time management and organizational skills.
Personal Characteristics
· Proven abilities to take initiative and be innovative
· Self-motivated with the ability to manage projects independently to completion
· Analytical mind with a problem-solving aptitude
· Committed to excellence and capable of making tough decisions where necessary
· Experience of planning, managing and effectively executing complex projects
Reference ID: CASD
Job Types: Full-time, Permanent, Hybrid working model
Why choose us?
Equal Opportunity Employer:
Kortext is committed to providing an inclusive working environment where our employees can be themselves and everyone has equal opportunity to reach their full potential. We value difference and know that a diverse community makes for greater innovation and brings a breadth of skills, experience, and perspectives. We encourage everyone to apply!
Accommodation:
We are here to help and want to ensure you have a positive experience throughout our recruitment process. We recognise that everyone is unique and we encourage you to speak to us should you require any accommodation.
Work environment:
Friendly, Casual Dress, Remote work opportunities.
Charity involvement:
Kortext is a proud supporter of and are actively engaged with charities such as: Race for Good, Girl Raising and Student Minds
We understand that flexibility benefits our people, our teams and our business; wherever possible we will seek to accommodate a hybrid approach to office and remote working.
Follow Kortext on LinkedIn, Twitter, and Instagram
Discover Kortext - The leading digital learning platform
Summary
Kortext is a leading eTextbook provider, serving universities globally. We are recruiting a Service Desk Engineer to provide support and expertise to our internal teams across the business.
Kortext has seen significant growth in the last 12 months and this role is key to driving our expansion by continuing to build on this success. The ideal candidate is an experienced service desk engineer capable of providing 1st line and 2nd line support alongside some infrastructure project work. This role will be reporting to the IT Operations Director.
Key Responsibilities:
· Provide remote and in person end user support on various IT software’s including MS Office Suite and Salesforce Service Cloud using a service desk ticketing system
· Administer user access and configuration of new employee set-up
· Conduct system access audits in compliance with Access Management process
· Triage, solve or escalate internal client issues within agreed timeframes
· Be accountable for customer satisfaction of delivery of services, responses to request, and escalation management
· Perform day to day system administration of client environments, including but not limited to system monitoring, troubleshooting, and capacity management
· Assist operations staff with inventory management, hardware distribution and maintenance
· Provide support to the IT Projects team and Development team where required
· Keep our data secure and ensure its storage is compliant with data protection rules and regulations
· Able perform desktop support related tasks in-office at Niagara location
· Embody the company values of Passionate, Pioneering, Persistent and Personable
Education & Experience:
· Bsc/BA in Computer Science, Engineering, or significant industry experience
· Demonstratable experience in a service desk position supporting customers in a fast-paced environment
· Working knowledge of key IT applications including Office 365, Salesforce (preferred)
· Capable of building effective working relationships with internal and external stakeholders at all levels
· Maintain a general knowledge of company's software functionality and comprehension of licensing strategies
· Experience working with Active Directory, Azure Active Directory, Microsoft Excel
· Working knowledge of Office 365 Admin, and Azure portals.
· Experience providing Desktop Support (troubleshooting) to end-users
· A background in supporting a fast-growing business is preferred
· Strong time management and organizational skills.
Personal Characteristics
· Proven abilities to take initiative and be innovative
· Self-motivated with the ability to manage projects independently to completion
· Analytical mind with a problem-solving aptitude
· Committed to excellence and capable of making tough decisions where necessary
· Experience of planning, managing and effectively executing complex projects
Reference ID: CASD
Job Types: Full-time, Permanent, Hybrid working model
Why choose us?
Equal Opportunity Employer:
Kortext is committed to providing an inclusive working environment where our employees can be themselves and everyone has equal opportunity to reach their full potential. We value difference and know that a diverse community makes for greater innovation and brings a breadth of skills, experience, and perspectives. We encourage everyone to apply!
Accommodation:
We are here to help and want to ensure you have a positive experience throughout our recruitment process. We recognise that everyone is unique and we encourage you to speak to us should you require any accommodation.
Work environment:
Friendly, Casual Dress, Remote work opportunities.
Charity involvement:
Kortext is a proud supporter of and are actively engaged with charities such as: Race for Good, Girl Raising and Student Minds
We understand that flexibility benefits our people, our teams and our business; wherever possible we will seek to accommodate a hybrid approach to office and remote working.
Follow Kortext on LinkedIn, Twitter, and Instagram
Discover Kortext - The leading digital learning platform
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