Service Desk Analyst

2 weeks ago

Ottawa, Canada Emtec Global Services Full time

Company Overview:
Emtec is a Global consulting company that provides technology-empowered business solutions for world class organizations. Our Global Workforce of over 1000 consultants provide best in class services to our clients to realize their digital transformation journey. Our clients span the emerging, mid-market and enterprise space. With multiple offices worldwide, we are uniquely positioned to deliver digital solutions to our clients leveraging Oracle, Salesforce, Microsoft, Java and Open Source technologies with a focus on Mobility, Cloud, Security, Analytics, Logistics, Data Engineering and Intelligent Automation. Emtec’s singular mission is to create “Clients for Life” - long-term relationships that deliver rapid, meaningful, and lasting business value.

At Emtec, we have a unique blend of Corporate and Entrepreneurial cultures. This is where you would have an opportunity to drive business value for clients while you innovate, continue to grow and have fun while doing it. You would work with team members who are vibrant, smart and passionate and they bring their passion to all that they do - whether it’s learning, giving back to our communities or always going the extra mile for our client.

Position Description:
We are seeking a Service Desk Analyst with strong hardware knowledge to join our team in the Ottawa-Gatineau region to support our IT environment and initiatives.

Responsibilities (include but are not limited to):

- Addressing and resolving basic incidents and requests; logging all incidents and requests; engaging other help desk resources or appropriate service resources to resolve incidents that are beyond the scope of your ability or responsibility
- Creating a positive customer support experience and building strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
- Ensuring the end-to-end customer experience and providing a single point-of-contact for the customer
- Logging and tracking incidents and requests from identification through resolution
- Providing after hours and on-call support as needed
- Provisioning, maintaining and removing security privileges for users and customers of Emtec Inc.
- Pro-actively identify areas for potential technical and process improvements
- Working with members of the team and other workgroups within Emtec on projects and initiatives as needed
- Performing other duties as assigned

**Work Environment**: This role will be 80% onsite at our Kanata office and 20% remote work. Typical office hours plus flexibility to work evenings and weekends as needed to provide optimal support and to deal any issues requiring off-peak hours.

**Must Have Skills**:

- 2-4 years of experience that includes:

- Experience in resolving technical problems and answering queries in support of internal and outside customer computer hardware, software, network, and telecommunications systems
- Previous experience troubleshooting of IT-related problems (Windows operating system, servers, Linux, etc.) in a corporate environment
- Diploma/Bachelor’s degree in computer science/information science or similar program
- Microsoft Office 365 and Defender certifications are required
- Demonstrated ability to learn customer support processes and techniques
- Must have worked with servers & network monitoring tools
- Ability to perform essential server maintenance every month
- Must have knowledge of OS hardening
- Good knowledge of hardware issues
- Extremely flexible schedule and the ability to work remotely and onsite in Kanata as needed

**Preferred Skills**:

- Knowledge in ticketing tracking system, preferably BMC Remedy
- ITIL V3 foundations or higher
- Familiarity with Manage Engine would be an added advantage

**Professional Skills**:

- Solid written and verbal communication skills in English, Bilingualism (English/French) is desirable
- Strong analytical skills
- Strong team and individual player
- Maintains composure during all types of situations and is collaborative by nature
- High standards of professionalism, consistently producing high quality results
- Self-sufficient, independent requiring very little supervision or intervention
- Demonstrate flexibility and openness to bring creative solutions to address issues

**Emtec is an Equal Opportunity Employer**

Canadian citizens and those authorized to work in Canada are encouraged to apply.

LI-CP1

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