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SX679 - Service Desk Analyst

  • LocationRegina, SK - Canada
  • Work TypeContract/Temp
  • Positions1 Position
  • Job no: T3TMC
  • Category: Information Technology

Our Client, a natural gas distribution company, which delivers natural gas to 92% of the province through a 70,000 kilometre distribution system to over 347,000 customers, has an immediate need for a Service Desk Analyst. This is a contract position for eight (8) months located in Regina, Saskatchewan.

Description

The Service Desk Team is responsible for providing first level support to employees/contractors, assisting them with hardware and software problems via phone, email, and portal with a focus on resolving issues at first point of contact. Technical support covers a broad scope of technologies such as password resets, Microsoft Windows issues or questions, assistance with email (Outlook), business application access management or assistance with Microsoft Office. This position requires that the individual utilize analytical skills to perform tasks associated with processes such as trouble shooting incidents, fulfilling requests, and coaching end-user on the use of software. Documentation of tasks completed, as well as knowledge captured, is a vital component of the position. The Resource will be responsible for following the life cycle of all end-user tickets to ensure resolution/service is provided, and client satisfaction has been achieved.

Accountabilities

  • Providing First Point of Contact technical support for users requiring assistance with information technology issues and problems via phone, email, and portal logging the issue in the incident management system.
  • Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management. Experience working in an environment employing formal processes may be considered an asset.
  • Accurately tracking tasks/incidents to resolution, including prioritization and escalation.
  • Contributing to and updating the internal knowledge base. Experience with formalized knowledge management process and/or in knowledge engineering will be considered an asset.
  • Maintaining a high degree of customer service for all support calls and communications.
  • Taking ownership of user problems and be proactive when dealing with customer issues. Strong technical trouble shooting and analytical skills are required.
  • Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance.
  • Responding, as needed, to network, server and communications problems
  • Supporting 1,200 (approximately) internal customers

Required

  • Must have
  • Must have a recognized Bachelor's Degree or Technical Diploma in computer science, information systems, engineering, or a related discipline
  • Must have 3 years technical experience with ITSM Systems
  • Must have experience with Active Directory, specifically user and group management
  • Holds a ITIL/HDI Certificate – ITIL Foundations V4 (or higher) considered an asset
  • Technical Skills
  • Experience providing Technical IT Support to End-users in a corporate Service Desk environment.
  • Experience working with formalized Incident Management, Request Fullfilment, Problem Management and other IT Service Delivery processes
  • Experience working with and providing front line support for Windows Desktop platforms (Windows 10 or higher) and Microsoft Office Applications
  • Experience providing front line support for Line of Business applications
  • Experience with Windows file system access control in an Active Directory integrated environment
  • Experience utilizing knowledge management principles, resources, and systems
  • Other skills and Abilities
  • Work in an environment employing multi-vendor/contracted resources
  • Strong analytical and problem solving Skills with focus and attention to detail
  • Cherwell experience
  • Customer Communication Skills/Experience
  • Other Service Desk industry certifications
  • Proven ability to balance, prioritize and organize multiple tasks

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com

We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

 

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