Service Desk Analyst
2 months ago
The Service Desk Analyst ensures they meet and exceed customer expectation, provide fixes to IT problems and meet Service Level Agreements. Work is performed with little supervision and requires use independent judgment, analysis and initiative to resolve problems and make recommendations, upkeep incident management records and deliver end-user training. The employee in this position may also assist in the maintenance and testing of network equipment, servers and associated equipment.
**Responsibilities**:
- Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
- Works with vendor support contacts to resolve technical problems
- Works with Operations staff as appropriate to determine and resolve problems received from clients.
- Recommends and/or performs upgrades on systems to ensure longevity.
- Assesses functional needs to understand specifications for IS purchases, then works with procurement staff to purchase hardware and software.
- Field incoming help requests from end users in local and remote locations in a courteous manner
- Maintain technical problems' history through a ticketing system
- Maintain knowledge of local network policies, practices, security measures and control documentation.
- Assist in preparing, revising and maintaining procedures and documentation.
- Participate in special projects as requested.
- Provide input to IT Service Management Processes including but not limited to; Service Desk, Service Requests, Knowledgebase and Problem Management.
- To allocate more complex calls to the relevant IT Support member.
- To arrange for external technical support where problems cannot be resolved in house.
- Act as a point of contact between external service providers and clients on a day-to-day basis as well as act as the focal point for reporting incidents and making service requests.
- Run, resolve and/or raise areas of conflict with multi-functional issues.
- Follow up with internal support providers and third party service providers until issues are resolved.
- Understand the user community’s business processes; recommend improvements and implement standard methodologies.
- Assist Tier 2/3 support teams with end-user issues
**Qualifications**:
- 2-4 years Information Technology Experience
- A degree in Information Systems related studies or equivalent work experience.
- Good knowledge of IT industry trends and software/hardware technologies
- Previous experience within a corporate office technology
- Thorough understanding of Windows and Microsoft Office Suite. Knowledge of Macintosh OS is a plus
- Must be familiar with all components of Laptops, Desktops, able to replace peripheral components and perform upgrades and repairs to legacy systems.
- Monitoring of third party service providers and evaluation of outsourced IT support service offering.
- Extensive experience an Incident Management system is a must.
- Knowledge of PC hardware technology and remote diagnostics tools is necessary
- Familiarity with remote tools such as SMS or SCCM, Remote Assistance, and Remote Desktop.
- ITIL foundations certification is an asset
- MCP, A+, Networking Fundamentals or MCSE certification would be desirable.
**About Teck**:
At Teck, we value diversity. Our teams work collaboratively and respect each person’s unique perspective and contribution.
Qualified applicants interested in joining dynamic team are encouraged to submit a resume and cover letter electronically.
Teck is a diversified resource company committed to responsible mining and mineral development with major business units focused on copper, steelmaking coal and zinc, as well as investments in energy assets.
Teck has been named one of Canada’s Top 100 Employers for the six consecutive years. Teck has also been named to the Forbes list of the World’s Best Employers for the past two years and is one of Canada's Top Employers for Young People.
Headquartered in Vancouver, Canada, its shares are listed on the Toronto Stock Exchange under the symbols TECK.A and TECK.B and the New York Stock Exchange under the symbol TECK.
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