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Service Desk Administrator
4 months ago
Do you value integrity and innovation? How about passion and caring? Great Us too, and that's why you'll fit right in. Our intentional culture promotes trust and participation, encouraging you to bring your heart and mind to work every day.
FUTURE OPPORTUNITIES
This is a posting for a possible vacancy(s) for a temporary SERVICE DESK ADMINISTRATOR.
Status: Temporary, Full-time - 1 year & 4 months
Location: Regina Head Office, SK - May have an option for Hybrid after training completion
Work hours: Full time, Monday - Friday, 40 hours per week
Division: IT Operations
Pay Range: $51,156.00 - $64,572.00
In-Scope
Closes February 5th, 2024
GENERAL ACCOUNTABILITY
KEY ACCOUNTABILITIES
- Note: This section is not intended to be an exhaustive list of duties and responsibilities - other duties and responsibilities may be assigned._
Service Desk Administration- Provides support through identification and prioritization of work to restore IT services/solutions to the internal and external end user’s satisfaction.- Coordinates or escalates incidents and requests to internal IT teams as necessary.Identifies gaps in knowledge and creates, edits and maintains documentation for any processes (both internal and external) to improve business operations.- Accurately documents all required ticket information during the ticket lifecycle for data accuracy, trending and problem identification.- Obtains and records critical customer information that is needed through the troubleshooting process.- Provides technical support to internal end user’s (onsite and remote location) as well as external business partners that is critical to business operations.
Interactions-
- Generates support documentation for use by Service Desk Administrators and Developers.- Updates the known error database (KB) with corrective information.- Identifies inaccurate KB artifacts and assigns update request to author/source.- Orchestrates incident escalation when necessary.
High Performance Team & Culture- Supports a culture of leadership and accountability to effectively meet the key accountabilities within the scope of the role.- Displays leadership by committing to a culture of continuous learning/development of self and supports others by actively sharing knowledge, providing guidance, mentoring, training, and supporting developmental opportunities.- Demonstrates that the Health, Safety and Emergency Management Policy is applied in area of responsibility for self and others.TECHNICAL KNOWLEDGE & SKILLS- Fundamental knowledge of IT operations, methods, products, technology in order to respond to or escalate support requests (e.g., Microsoft Windows, Microsoft Office).- Proficient knowledge of IT, including operating systems, subsystem components, software, and hardware.- Proficient technical troubleshooting skills to diagnose issues with IT hardware, software, and computer peripherals.- Fundamental knowledge of systems security practices and procedures.
EDUCATION & CERTIFICATIONS- Two-year diploma from an accredited post-secondary education institution in a relevant field of study, such as Information Technology, or defined equivalency.
EXPERIENCE- 1 - 2 years’ experience in customer service, service/help desk, desktop, or IT support.
Posting Close Date:
February 5, 2024
