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Job Details

Service Desk Analyst

Company name
West Fraser

Germantown, TN

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West Fraser is a diversified North American wood products company producing southern yellow pine lumber and wood chips across the Southern US and Western Canada. We are the largest lumber producer in North America! Our employees operate in a culture that values safety first and rewards hard work. We recognize and support our team culture and focus on growing our team by promoting from within \u2013 many of our employees have built their careers with us. The Service Desk Analyst should be a self-motivated achiever who gains satisfaction from providing excellent customer service and thrives in a team based environment. This role includes handling incident management, service requests, and administrative duties. The Service Desk is open from 4AM \u2013 5PM PST Monday \u2013 Friday with Analysts in St Marys, GA and Quesnel, BC, Canada. Analysts work varied shifts. General Responsibilities: 1st and 2nd level technical support to internal staff and contractors Respond to telephone, ticket queue, IM queue, and Walk-ins User management via Active Directory and Office 365 Admin consoles (i.e., membership to software groups, email distribution groups, Office 365 licenses and settings, etc.) Document steps taken to resolve incidents, including all successful and unsuccessful actions taken through to resolution Escalate incidents as required Understand and support technology services used by West Fraser Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications Perform post-resolution follow-up on incidents Identify and escalate trends and emerging situations allowing the IT Department to maintain service levels Develop help sheets and frequently asked question lists for end users Facilitate user access management requests Perform or coordinate access management reviews Perform routine operational duties (e.g. reviewing log files) The ideal candidate will possess: Technical and\/or Bachelor\u2019s degree or equivalent experience 2 years of previous IT Service Desk and \/ or Call Centre experience required Excellent written and verbal communication skills Strong problem-solving skills with ability to analyze and make an educated decision Detail-oriented ITIL certification Strong communication and interpersonal skills The ability to work cooperatively and collaboratively with other team members Experience with mobile platforms like iOS, Android, and Windows Strong knowledge of Microsoft products \u2013 Windows 7, Windows 10Excel, Word, PowerPoint, Skype for Business, OutlookOffice 365 Safety as core value, so individuals must remain alert and aware of their surroundings at all times General Required Skills: Required to work after hours and weekends at times Ability to periodically travel, including to Canada Must successfully complete a pre-employment drug screen and background check Benefits: West Fraser, Inc. offers competitive benefits including, medical, dental, vision, life insurance, disability, and 401-k savings plans West Fraser Employees must apply by your UltiPro Account (). Please login to your (). In the Menu, select \My company\ and \View Opportunities\ to view the position description and to submit your online application. All persons meeting the criteria above are encouraged to apply, however, only those individuals selected for an interview will be contacted. Applications will not be accepted at the location. No phone inquiries, please. West Fraser is an Equal Opportunity Employer M\/F\/V\/D Qualifications Skills Behaviours : Motivation : Education Experience Licences & certifications

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West Fraser

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