Service Desk Analyst

2 weeks ago

Calgary, Canada AgeCare Full time

Objectives

**Responsibilities**:

- Act as the single point of contact for users reporting incidents or requiring advice, logging the calls onto the Incident Management System
- Provide first level technical support, investigation, and diagnosis of incidents to try to resolve the customers’ query/incident remotely
- Where incidents cannot be resolved by the Service Desk, manage, and progress the incident through its lifecycle to resolution. This will involve liaising with various internal departments and vendors
- Open tickets and service requests with the vendors directly as needed, keep our homes and site contacts updated of the ticket progress
- Follow, maintain, and create software installation, system setup procedures, instructions, FAQ's, and knowledgebase articles
- Log all Service Issues in the ticketing system and maintain full documentation
- Support users in the use of computer equipment by providing necessary training and advice
- Maintain strong attention to detail in high-pressure situations
- Resolve all IT issues and queries with a professional manner, maintaining a high degree of customer service, adhering to all service management principles and escalate more complex service issues to the relevant IT staff
- Ensure customer satisfaction by providing regular pro-active updates and meeting their contractual SLA’s
- Maintain a high degree of customer service for all support queries and adhere to service management principles. This includes incorporation of ITIL processes (informal training can be provided)
- Perform project or project related tasks as assigned by the Manager, IT Support Services
- Keep the Manager, IT Support Services informed of any trends or common issues
- Always meet personal productivity targets
- Carry out any ‘ad hoc’ assignments as and when required
- Additional duties as required ensuring the effective operation of the IT function
- To be compliant with health and safety company policy and legislation

Knowledge, Skills, Experience
- College diploma or university degree in a relevant field
- Minimum 2 to 3 years of relevant IT experience provided Helpdesk or, Service Desk Support to end-users in a multi-site, complex IT environment
- Demonstrated experience providing support in a Microsoft Windows and Office 365 environment
- Prior experience regularly using a Mobile Device Management suite such as AirWatch, Intune, Blackberry etc;
- Basic understanding of Active Directory (AD), Azure, Office 365, Intune, MDM
- In conjunction with senior IT staff, coordinating repair services in emergency situations
- Working knowledge of IT general controls
- Ability to demonstrate excellent written, oral, and interpersonal skills; be an effective communicator across all levels of the organization
- ITIL certification would be an asset
- Ability to communicate ideas in both technical and user-friendly language
- Standby/on-call duties, on a rotational basis, as required
- Acute attention to detail, organized and precise
- Strong oral and written communication skills
- Analytical, methodical and a strong problem-solver
- “Own It” attitude and a strong team player
- Ability to multi-task and juggle priorities
- Team player with an ability to interface effectively across all levels of the organization
- Have excellent analytical and negotiating skills

All team members are required to be fully vaccinated against COVID-19

If you’re motivated by the privilege of serving our seniors with dignity, respect and compassion, come join us

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