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Service Desk Analyst I

Concord, ON, CA

CRH Canada

Job ID:  459419 

Work Type:  Full Time Permanent 


It is a great time to join the CRH Canada team! CRH Canada is going through an exciting business transformation which demands first-class Talent Management support to drive results.

We are building a world- class team. Make your mark!

You will be a successful addition to our team if you look at change as an opportunity to develop and contribute to the business. You will be successful in your role if you like partnering with the business, presenting new ideas and providing excellent customer service.

Position Overview

The role of the Service Desk Analyst 1 is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. In addition, the Tier 1 Analyst will answer and resolve Service Desk calls and follow documented procedures on break / fix or supporting an application with CRH. The Analyst will gather and analyze information about the user’s issue to resolve their problem or complete their service request providing the best possible customer experience. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable.


Key Responsibilities (Essential Duties and Functions)

  • Effectively handles individual software, hardware and connectivity problems and service requests from call-in through resolution, practicing total contact ownership.
  • Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone and E-mail queues.
  • Identifies problems, troubleshoots and provides 1st level technical support for customers for the following: Windows 7 and 10, Office 2010 through 2016, Office 365, IE9 and above, Hardware/Software conflicts, remote support via remote control tool, VPN connectivity and/or administration, Network connectivity.
  • Troubleshooting mobile devices such as iPhone, iPad, Android Handheld connectivity and synchronization, among other devices
  • Escalates and coordinates with 2nd level support to resolve problems if necessary.
  • Assists peers with troubleshooting, service desk processes and procedures.
  • Maintains ticket queues by actively communicating with customers and peers.
  • Responsible for meeting Service Desk Service Level Agreement and metrics.
  • Other duties as assigned



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.



  • Associates degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role a plus
  • 2-3 years of experience handling customer technical support calls preferred
  • Strong Customer Service Skills required
  • Experience with IOS and Android OS required
  • Knowledge of Windows 7 and 10, Office 2010/2013/2016 Suite, Mobile devices, VPN, and Networking - Proxy Settings, Routers, Internet Modems, Ethernet
  • A+ preferred
  • ITIL Foundations and HDI certification a plus


Work and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Sitting for extended periods of time.
  • The position may require work outside of normal business.
    • Must have the ability to manage multiple tasks in a fast paced environment
    • Flexible and willing to work outside core business hours as required
    • Some Weekends
    • Some Holidays


Knowledge/Skill Requirements

  • Must be able to communicate well (verbal and written)
  • Ability to effectively explain technical information to people with less technical knowledge.
  • Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.
  • Ability to work individually and in a team environment
  • Ability to effectively communicate with people with a wide range of skills, experience, cultures and capabilities


Work Environment

  • Normal office working conditions.


The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job.  Other duties may be assigned as required.  Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Visit our website for more information:

CRH Canada Group Inc. recognizes Canada’s diverse landscape. Accommodation is available upon request for applicants with disabilities throughout the recruitment and selection process.

Date Posted:  Sep 20, 2022

Job Segment: Technical Support, Technology