Service Desk Analyst Jobs

United Malt is the fourth largest commercial maltster in the world, delivering high-quality malt to brewers and distillers across the globe. Our malt is blended into some of your favourite industry-leading beverages and local craft brews.
Our family of brands include Bairds Malting, Barrett Burston Malting, Brewers Select, Canada Malting Company, Country Malt Group, Cryer Malt and Great Western Malting. We produce approximately 1.25 million tonnes per annum of capacity across 12 processing plants in Australia, Canada, the United Kingdom and the United States of America. We also operate an international distribution business, which provides a full service offering for craft brewers and distillers, including malt, hops, yeast, adjuncts and related products.
Our more than 900 employees are proud of the rich heritage of our family of brands and are committed to living our company values of safety, quality, integrity and passion. We celebrate the diversity of our people and together strive to create an environment where all employees are safe, welcomed and have a sense of belonging

Safety • Passion • Quality • Integrity

POSITION SCOPE

As part of United Malt’s global Service Desk team, this position will provide technical assistance to our employees in UK, North America, and APAC. Provide primary assistance for six Australian sites and extended 30+ United Malt sites, globally.
Based in our Vancouver, Washington office this role is primarily onsite.

DUTIES

• Answerable for following all safety rules, policies, procedures, and regulations, maintaining a safe workplace.
• Uphold for global remote connectivity solutions (RDS, Citrix, VPN).
• Provide Tier 2 and on-site technical assistance for United Malt’s line of business applications and Microsoft related technologies; Office 365, Windows Server and Client OSes, and Active Directory.
• Maintain existing business relationships with vendors / suppliers.
• Be the escalation resource for Service Desk Tier 1
• Answerable for escalation of service or project issues that cannot be completed within service level agreements (SLAs).
• Purchase, track, configure and deploy hardware / software for end users including workstations, laptops and mobile devices.
• Answer questions or resolve problems in person, via telephone, email, or ticketing system.
• Acknowledge monitoring and alerting for company systems.
• Tier 1 technical aid in networking: WAN and LAN connectivity, switches, routers, firewalls, and security.
• Assist with server and networking deployment and maintenance.
• Ticket creation and management, including communication with users informing of incident progress, along with customer notification of impending changes and agreed outages.
• Maintain and develop documentation standard operating procedures, knowledge base articles, training materials
• Performs other related duties as assigned.

SKILLS & ABILITIES

• Experience with utilizing Active Directory
• Proficient in Microsoft technologies; Office and Microsoft 365, Windows desktop, and server OSes.
• Methodical troubleshooting and diagnosis skills, and ability to match resources to technical issues appropriately.
• Ability to work by one self with minimal supervision, while consistently maintaining attention to details.
• Must be able to communicate effectively in a professional manner both verbally and in writing and work well in a team environment.
• Professional demeanor and able to consistently meet customer service quality standards, especially in problem resolution situations.
• Experience with utilizing a ITSM or ticketing system
• Ability to work on a team environment, and cross-functional departments and/or divisions to maintain open lines of communication and cultivate positive working relationships that will benefit the customer and company profitability.
• Experience with utilizing PowerShell
• Excellent time management and organizational skills with the ability to set priorities, meet deadlines and accomplish tasks.
• Ability to adapt to a continually changing business environment while managing multiple priorities.

EDUCATION & EXPERIENCE

• A few years of relevant experience in help desk/service desk role.
• Experience in a manufacturing and/or a warehousing and distribution environment preferred
• Experience in a globally dispersed champion structure preferred
• ITIL Foundation v3 or v4 certification preferred
• A degree in a relevant field or equivalent combination of education, certification and experience an asset.

WORK ENVIRONMENT

• Open office environment with cubicle seating.
• Must be able to remain in a stationary position for prolonged periods of time.
• Comfortable working in manufacturing and distribution environments.
• Must be able to lift up to 25 lbs.
• Constantly operates a computer and other office productivity machinery.
• Must be able to participate in an on-call rotation.
• Occasional travel to other local and remote sites.
• Must be able to work occasional nights and weekends to perform scheduled maintenance.

COMPENSATION

Salary Range: $61,662 - $77,074 per year

The United Malt pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.