Support Desk Analyst

2 months ago

Edmonton, Canada Fountain Tire Full time

Overview:
**Fountain Tire’s **Information Technology team is looking for a
**Support Desk Analyst** to provide multi-channel support, share knowledge and best practices as well as restore service operations. As this is a Support Desk position it does not have to be located in Edmonton and could be anywhere in Canada however our Head Office is located in South Edmonton.
**This is a term position with an expected end date of August 31, 2024**.

**What do we offer?**
- Competitive compensation - wage depending on experience
- Comprehensive health, dental and vision benefits for you and your family including RRSP matching
- Recognition and incentives for your contribution to the organization
- Educational Allowances that support individual growth and development
- Policies and programs that support a balanced lifestyle, including flex days and an easy commute to our office located close to the Calgary Trail and Southside Anthony Henday
- Discounts for you and your family on tires, parts and services at all Fountain Tire locations

**Why Fountain Tire?**
- We are a Platinum Member of Canada’s Best Managed Companies
- We are one of the 10 largest independent tire dealers in North America, and recipient of many Customer Service and Best Business Awards
- We continually strive to expand our operations in existing markets, as well as new markets and currently, we have over 160 stores from BC through Ontario

**Functional Responsibilities**:

- Log Incidents for every support contact and capture accurate and thorough notes on each case
- During the course of troubleshooting, utilize support systems, remote control tools and technical or functional knowledge to resolve customer issues
- Follow logical question practices with users to clarify issues and help determine root cause
- Diagnose and resolve basic network/internet related problems.
- Monitor network outages and work with ISPs to create trouble tickets
- Create, modify and use knowledge articles to speed customer resolutions and provide consistent and reliable support services
- Complete ongoing training to stay current on new technologies and grow a career path
- Work with Tier 2 and Tier 3s to capture and document issue details that will help speed problem resolution
- Handle move/add/change requests for FT users
- Share knowledge and best practices with peers to help ensure the Support Desk team provides consistent and reliable support services
- Provide basic support for printers and other office equipment
- To avoid service interruptions, some work may include: off shift, weekend work and on-call services after normal business hours. Will carry cell phone to facilitate intra-department communications both during and after normal business hours.
- Other duties as required to provide assistance to Desktop Support and Computer Operations
- Implement and maintain service management strategies that align with the ITIL framework
- Follow all defined IS Methods (i.e. Change Management, KT Problem Analysis)
- Keep current with relevant industry news, trends and best practices
- Performance standards will be measured against the Support Desk performance matrix
- Travel may be required to complete projects

**The necessary experience, knowledge, skills and abilities required in the role**:

- Technical certifications or a Diploma in Computer Science and 3 to 5 years experience in a Support Analyst role; a combination of education and experience may be considered
- Extensive proven technical abilities, including logical troubleshooting and problem solving skills
- Excellent communication skills (written and verbal)
- A high degree of customer focus and good attention to detail
- Knowledge of current hardware, software and networking systems, sufficient for resolving issues
- A strong belief and understanding of being a team player in an enterprise environment.
- Ability to multi-task and maintain attention to detail
- Time management and organizational skills
- Preferred experience: Microsoft Office products, Windows OS, Microsoft Dynamics AX

  • IT Support Analyst

    1 month ago

    Edmonton, Canada Go Auto Full time

    **Job Description**: **Go Auto - One of Canada’s largest Auto Dealership Group - is on the hunt for an Information Technology Support Analyst** Are you looking for a full-time career with flexible hours and the opportunity to work and grow alongside the top Information Technology pros in the west? Do you have a happy to help attitude and willing to go the...

  • Help Desk Analyst

    1 month ago

    Edmonton, Canada AlphaForce Technology Solutions Full time

    **Requisition Name : Help Desk Analyst - Senior** **Location of Work : 7000 - 113 ST, Edmonton, Alberta CAN T6H 5T6** Description Project Name: Alberta Post Secondary Application System Support The resource will be responsible for delivering the following services: - May be responsible and accountable for resolving data discrepancies related to student...

  • Client Support Analyst

    2 days ago

    Edmonton, Canada WCB Alberta Full time

    Careers - WCB Alberta Job Title: Client Support Analyst **Job Type**: Temporary Long Term (Fixed Term) / Full time Job Location: Edmonton, Alberta As a member of the Help Desk Services team, Client Support Analysts are responsible for providing a single point of contact for WCB staff with information technology questions and issues. Applications are...

  • Help Desk Analyst

    6 days ago

    Edmonton, Alberta, Canada Whopper Technologies Full time

    Title: Help Desk Analyst SeniorLocation: Edmonton, Alberta (Hybrid)Seniority on the skill/s required on this requirement: SeniorEstimated Duration: 1 yearWork authorization: any (candidate must be authorized to work in CA)Job Summary: The Senior Application Support Analyst works directly with end users to troubleshoot technical issues, create and process...

  • Help Desk Analyst

    2 days ago

    Edmonton, Alberta, Canada Whopper Technologies Full time

    Title: Help Desk Analyst SeniorLocation: Edmonton, Alberta (Hybrid)Seniority on the skill/s required on this requirement: SeniorEstimated Duration: 1 yearWork authorization: any (candidate must be authorized to work in CA)Job Summary: The Senior Application Support Analyst works directly with end users to troubleshoot technical issues, create and process...

  • Ebusiness Help Desk Analyst I/ii

    1 month ago

    Edmonton, Canada WCB Alberta Full time

    Careers - WCB Alberta Job Title: eBusiness Help Desk Analyst I/II **Job Type**: Temporary Long Term (Fixed Term) / Full time Job Location: Edmonton, Alberta eBusiness Help Desk Analyst I/II eBusiness Support, Help Desk Services - Edmonton Temporary and Permanent Full-Time Position As an eBusiness Help Desk Analyst, you will be responsible for...

  • Help Desk Support

    1 week ago

    Edmonton, Canada Universal Rail Systems Full time

    PERMANENT FULL-TIME POSITION **WHO WE ARE**: At Universal Rail Systems our work is getting and keeping Canada’s railway operators in motion - safely and sustainably! We work coast-to-coast, in every railway sector, and on any size project. Our commitment is service excellence and offering our clients exceptional value. Within our team, we call this Doing...

  • Help Desk Analyst

    1 week ago

    Edmonton, Canada Global Pharma Tek Full time

    Title - Help Desk Analyst – Senior Duration – months Location – Edmonton, AB (Remote) Working Hours – Travel – Once in a quarter (It is anticipated the role will be % remote) Job Description: Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent experience. Yes Proposed resource has agreed to an...

  • IT Service Desk Analyst

    4 weeks ago

    Edmonton, Canada Civida Full time

    At **Civida**, HOME is our focus. We are the largest provider of social and affordable housing in the Edmonton area, managing over 4,500 social housing rental units and over 700 near market housing rental units. We offer both townhouses and apartments throughout the city. We welcome the opportunity to provide our families and individuals with a safe and...

  • Help Desk Analyst

    1 week ago

    Edmonton, Canada Bevertec Full time

    Job Title: Senior Help Desk AnalystDuration: 12 months (potential extension)Estimated Hours Per Day: 7.25Work is REMOTEWork Experience:Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting, training to inquiries in large-scale enterprise applications (information on applications...

  • Help Desk Analyst

    6 days ago

    Edmonton, Canada Whopper Technologies Full time

    Title: Help Desk Analyst SeniorLocation: Edmonton, Alberta (Hybrid)Seniority on the skill/s required on this requirement: SeniorEstimated Duration: 1 yearWork authorization: any (candidate must be authorized to work in CA)Job Summary: The Senior Application Support Analyst works directly with end users to troubleshoot technical issues, create and process...

  • Help Desk Analyst

    3 days ago

    Edmonton, Canada Whopper Technologies Full time

    Title: Help Desk Analyst SeniorLocation: Edmonton, Alberta (Hybrid)Seniority on the skill/s required on this requirement: SeniorEstimated Duration: 1 yearWork authorization: any (candidate must be authorized to work in CA)Job Summary: The Senior Application Support Analyst works directly with end users to troubleshoot technical issues, create and process...

  • Service Desk Analyst

    3 days ago

    Edmonton, Canada Stantec Full time

    Service Desk Analyst - ( 2400015Y ) **Description** Grow with the best. Join a smart, creative, and inspired team that works behind the scenes to support operational excellence. Our functional services teams (FSTs) provide services to 28,000 employees in over 400 offices worldwide. Bringing together individuals with diverse backgrounds, talents, and...

  • Help Desk Analyst

    1 week ago

    Edmonton, Canada Clarity Hiring Full time

    Job Title: Senior Help Desk AnalystDuration: 12 months (potential extension)Estimated Hours Per Day: 7.25Work is REMOTE Work Experience:Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting, training to inquiries in large-scale enterprise applications (information on applications...

  • Global Service Desk

    2 weeks ago

    Edmonton, Canada Long View Systems Full time

    **Are you passionate about end user experience and want to put your exceptional customer service skills to use in a company that values FUN?** We are looking for a professional and eager **Global Service Desk Analyst** for our Integrated Global Services team located across the following locations **Calgary, Edmonton, Toronto, or the greater areas!** You...

  • IT Customer Support I – Service Desk

    3 weeks ago

    Edmonton, Canada Alberta Health Services Full time

    Your Opportunity: Alberta Health Services (AHS) is the largest health-care provider in Canada, responsible for the delivery of health care to more than million Albertans. Working at AHS is about making a difference. The Information Technology team touches almost every aspect of AHS providing the technical expertise and support for computers,...

  • Senior Help Desk Analyst

    1 week ago

    Edmonton, Canada NR Consulting Full time

    Position Title :: Senior Help Desk Analyst Work Location :: Edmonton, Alberta(% Remote) Position Type :: Contract Duration :: Year (Possibility of ext.) Job Description: Responsibilities : The Senior Application Support Analyst works directly with end users (both internal to the client as well as external stakeholders) to troubleshoot...

  • Global Service Desk Analyst

    2 weeks ago

    Edmonton, Canada Long View Systems Full time

    **Are you passionate about end user experience and want to put your exceptional customer service skills to use in a company that values FUN?** We are looking for a professional and eager **Spanish Bilingual Global Service Desk Analyst** for our Integrated Global Services team located in **Calgary, Edmonton, Toronto, or the greater areas!** You will have a...

  • Senior Help Desk Analyst

    6 days ago

    Edmonton, AB, Canada Motion Recruitment Full time

    Title: Senior Help Desk Analyst Location: Edmonton AlbertaDuration: 06+ MonthsDescription: Scope The Senior Application Support Analyst works directly with end users (both internal to the Client as well as external stakeholders) to troubleshoot technical issues, create and process requests and support business teams. To be successful in this role, this...

  • Senior Help Desk Analyst

    3 days ago

    Edmonton, AB, Canada Motion Recruitment Full time

    Title: Senior Help Desk Analyst Location: Edmonton AlbertaDuration: 06+ MonthsDescription: Scope The Senior Application Support Analyst works directly with end users (both internal to the Client as well as external stakeholders) to troubleshoot technical issues, create and process requests and support business teams. To be successful in this role, this...