IT Analyst, Global Service Desk

2 months ago

Bedford, Canada Clearwater Seafoods Full time

Clearwater Seafoods is one of the world's largest vertically integrated seafood companies with over 1,900 employees in offices, plants, and vessels across the globe. The Canadian company operates from ocean-to-plate, owning its own fishing licenses, vessels, and processing facilities, while also providing delivery to its customers worldwide. Clearwater is recognized globally for its superior quality, food safety and diversity of premium wild-caught seafood, including scallops, lobster, langoustine, clams, whelk, cold water shrimp and crabs.
As a leading harvester, processor and marketer of sustainably sourced seafood, Clearwater supplies its products to wholesalers, retailers, and foodservice distributors throughout the world. Selling its products globally under the Clearwater, Macduff and various private label brands.

Since its founding in 1976, Clearwater has invested in its science, innovative technology and management approaches to support sustainability and grow its wild seafood resource. This commitment has established Clearwater as a global leader in sustainable seafood excellence.

Clearwater Seafoods' Information Systems and Services department requires an IT Analyst, Global Service Desk based at their Bedford, Nova Scotia Corporate Office. The position is a permanent full-time position and reports to the Manager, Global Service Desk.

Purpose of Position:

The IT Analyst, Global Service Desk position will support Clearwater and all of its plants and offices globally. They will work closely with the team to understand global IT strategies and the Global Technology team's initiatives and service desk support flow.

This position will be responsible for assisting in service process design, performance analysis, and developing proactive resolution plans. The role will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Job Duties:

  • Work closely with the Global Service Desk team to provide front-line IT support to the business
  • Assist with IT policies and procedures that outline how problems are identified, documented, assigned and corrected
  • Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Manage the processing of incoming requests and incidents to the Service Desk to ensure courteous, timely and effective resolution
  • Support mobile phones and printers
  • Work within an on-call rotation
  • Support email filter and Antivirus requests
  • Responsible for the procurement of IT equipment
  • Software deployments and backup procedures
  • Provide global meeting support utilizing the approved Clearwater web/telephone conferencing solutions
  • Working with Active Directory and Exchange platforms to provision and manage users

Key Behaviour Competencies (Personal Characteristics):

  • Strong interpersonal, written, and oral communication skills
  • Able to conduct research into networking issues and products as required
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed, with keen attention to detail
  • Proven analytical and problem-solving abilities
  • Able to effectively prioritize tasks in a high-pressure environment
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment

Job Qualifications:

  • College/technical diploma preferred
  • 3+ years of relevant work experience
  • Strong, hands-on technical knowledge of network and PC operating systems
  • Working technical knowledge of current network hardware, protocols, and Internet standards
  • Excellent hardware troubleshooting experience
  • Competence with testing tools and procedures
  • Knowledge of applicable data privacy practices and laws

Working Conditions:

  • Location - Bedford, Nova Scotia
  • Travel - occasional travel to facilities may be required
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