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Technology Service Desk Analyst

4 months ago

Ottawa, Canada Oomple Full time

**Requirements**:

- 2+ years post-secondary program including completion of computer technology courses. Having a college diploma or university degree in the field of computer science or a related field would be considered an asset.
- 5+ year of work experience in a Service Desk or Help Desk environment
- Must be eligible for enhanced reliability status.
- ITIL V3/V4 Certificate (an asset)
- Bilingual - French & English
- Proven technical administration experience in:

- Windows 10 and MAC OS
- Office 2010/2016 and O365
- Active Directory (ActiveRoles Server)
- Exchange and SharePoint
- OneDrive
- Microsoft Teams, WebEx
- Mobile OS - Apple IOS and Android
- ServiceNow, Cherwell, Service Manager, Remedy

Other Skills Required:

- Exceptional customer service and interpersonal skills, with a focus on rapport-building
- Create and maintain Knowledge Base articles for end-users and the Technical team
- Ensure timely resolution or escalation of incidents and prompt communications of progress to end-users.
- Strong analytical and problem-solving skills
- Related technical experience in an office environment or remotely
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a fast-paced environment
- Experience working in a team-oriented, collaborative environment

**Responsibilities**:

- Daily usage of Service Desk Tool following best practices e.g., resolution steps, and recommendations to users.
- Providing technical support for Microsoft Office, CRM, ERP and telephone systems.
- Running reports to analyze common end-user problems.
- Provide educational and support information for the company’s systems through various mediums
- Build relationships with customers both in person and over the phone
- Contribute to team innovation through ideas for process improvement and efficiency
- Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
- Document all problems and solutions in the Service Desk Tracking System

Take the next step in your career, **APPLY** for this position now.

**Job Type**: Fixed term contract
Contract length: 12 months

**Salary**: From $40.00 per hour

Schedule:

- 8 hour shift

Application question(s):

- How many years of experience do you have in a Service Desk or Help Desk environment?
- To ensure compliance with the requirement to be eligible for Enhanced Reliability status, could you please confirm that you have been living in Canada for a minimum period of 5 years?
- Are you available to work onsite in Ottawa from 8 pm to 4 am?
- Do you speak French?

Work Location: In person