Service Desk Analyst (L1/Associate)

Sony Pictures Imageworks is located on the unceded traditional territory of the Musqueam, Squamish, and Tsleil-Waututh First Nations. We are committed to respecting traditional lands, and working with communities towards reconciliation.

Sony Pictures Imageworks Canada Inc.

658 Homer Street., Suite 405, Vancouver, BC, V6B 2R4

Project based, Full Time

Language in work environment - English

Benefits per company policy: include healthcare, tuition reimbursement, RRSP's, Sick and Vacation leave, standard increases as applicable

Sony Imageworks Vancouver is seeking a Service Desk Analyst!

Job Summary

As a Level 1 Service Desk Analyst, you will be the first line of support for the organization, receiving incident reports and service requests from internal clients, recording them in the ITSM system, resolving where possible and escalating them to Level 2 or 3 if you are unable to resolve them. You will also be assigned to certain projects or other initiatives as time permits. The successful candidate will be an ambassador for fostering positive change.

Education, Qualifications and Experience

Formal Education

• Bachelor’s degree, with a preference for Computer Science, Engineering or other technical degree or relevant experience

Professional Certifications

• ITIL Foundation Certificate

Experience

• 2+ years’ experience working on a helpdesk or other customer service role, preferably in a Media related industry

• Experience in customer service management techniques

• Experience working in a Linux or Windows environment providing technical support

• Experience working with FreshService or a similar service management system

• A true team player with great communication and interpersonal skills

Skills and Responsibilities

Customer Service Support

• Responds to common requests for service by providing information to enable fulfillment.

• Promptly allocates unresolved calls as appropriate

• Maintains records, informs users about the process and advises relevant persons of actions taken

Incident Management

• Provides first line investigation and gathers information to enable incident resolution and allocate incidents

• Accurately logs, categorizes, and prioritizes all incoming incidents from various channels, ensuring all necessary information is captured for an efficient resolution process.

• Advises relevant persons of actions taken

• Acts as a key communication point during IT service interruptions, ensuring stakeholders are informed according to established procedures.

• Accountable for achieving key performance indicators (KPIs) such as First Contact Resolution (FCR), Time to Resolution (TTR), and customer satisfaction (CSAT) scores.

Systems Installation and Removal

• Follows agreed procedures to perform simple installations, replace consumable items and check the correct working of installations

• Documents and reports on work done

Network Support

• Assists in the investigation and resolution of network problems

Application Support

• Assists in the investigation and resolution of issues relating to applications

Security Operations

• Performs simple security administration tasks. Maintains relevant records and documentation

Knowledge Management

• Maintains knowledge management systems and content to meet business needs

Asset Management

• Uses agreed procedures to maintain an accurate register of assets

• Performs activities related to the administration of assets

Other

• You will establish a clear understanding of the company's vision, goals and strategy and actively contribute to the achievement of the goals and execution of the strategy

• Results-oriented with a history of consistently meeting deadlines

• Excellent written and spoken technical English

• Ability to communicate in French an asset

• Ability to work with distributed teams

The anticipated base salary for this position is $27.50 - 36.39/hr. This role may also qualify for annual incentive and/or comprehensive benefits per company policy: including healthcare, tuition reimbursement, RRSP's, sick and vacation leave, standard increases as applicable. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location of the position.

We value unique perspectives, and want diverse, unique talent to work with us. We encourage candidates from all identities to apply.

Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, or other protected characteristics.