Service Desk Analyst

3 weeks ago

Calgary, Canada Alberta Securities Commission Full time

Our organization:
The Alberta Securities Commission is the industry-funded regulator responsible for administering the province's securities laws. It is entrusted with fostering a fair and efficient capital market in Alberta and with protecting investors. As a member of the Canadian Securities Administrators, the ASC works to improve, coordinate and harmonize the regulation of Canada's capital markets.

The Information Technology team is responsible for ensuring the consistent, reliable and secure delivery of services to 225+ internal users. IT works hand in hand with the business to deliver and support systems that address the unique technology requirements of the organization.

The opportunity:
The ASC is looking for an experienced Service Desk Analyst with a strong customer service focus who is genuinely interested in helping people resolve issues with computer hardware or software. This role requires an inquiring mind and excellent problem-solving abilities combined with empathy for users facing challenges.

Key responsibilities include:

- Performing initial triage and troubleshooting of all issues. Determining the impact and urgency of incident and support requests to determine priority. Creating, updating, and closing tickets in the ASC’s ticketing system, Freshservice.
- Resolving all tickets within scope through use of all available resources. Working to solve more complex tickets that require more time, knowledge and experience (Level 2).
- Keeping users informed of ticket progress.
- Authoring, updating, and providing quality assurance for Freshservice knowledgebase articles.
- Providing ad-hoc, basic “how-to” training to end users.
- Identifying trends to support problem management.
- Participating in the on-call rotation, providing compensated after hours support as required.
- Evaluating and recommending end-user devices.
- Working directly with vendors to quote, order and take delivery of equipment.
- Updating and maintaining the IT Asset Registry.
- Providing meeting/boardroom support (MS Teams and Zoom).
- A post-secondary education and/or technical certification, plus three or more years of experience providing technical support.
- Strong analytical skills and problem-solving abilities.
- Strong verbal and written communication skills.
- A willingness to learn new skills and take on challenges outside their comfort zone to adapt to changing demands.
- A customer service focus with empathy toward users experiencing technical difficulties.
- Strong organizational and time management skills.
- Knowledge of any of the following systems is required:

- Windows 10
- Microsoft Office suite.
- Knowledge of any of the following systems is an asset:

- Open Text eDOCS
- Microsoft Dynamic 365 (CRM)
- Microsoft SCCM
- Microsoft Intune
- Windows Autopilot
- Windows Server
- Microsoft Azure
- Zoom, MS Teams.

To apply:
We offer flexability, a competitive total rewards package consisting of 100 per cent employer-paid benefits, comprehensive health and dental, employee life insurance, short-term and long-term disability; retirement benefits; travel insurance; paid vacation time, flex and sick days; an employee family assistance program; transportation allowance, generous flexible spending account and professional development through subsidized courses, conference, workshops, seminars and in-house training. We also encourage fun and giving back to the community with initiatives offered through our ASC Social Club and annual United Way Campaign.

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