Service Desk Support Analyst

3 months ago

Calgary, Canada Black Diamond Group Full time

Black Diamond Group owns and operates a portfolio of businesses specializing in modular buildings and remote and temporary workforce housing solutions, along with a digital marketplace for business-to-business crew travel management. We create value by providing differentiated solutions. We believe each customer and each project is unique and that we can tailor a combination of products and services that deliver an enhanced outcome. _Our Way is to Create a Better Way - _this is our challenge, our call to action, our why

We believe that a clear strategic vision, with measurable objectives, along with disciplined accountability and data-based decision-making leads to successful outcomes. When we couple this approach with our values-driven, collaborative, safety conscious culture, we achieve top decile performance, deliver results, and have fun while doing it

We offer careers, not jobs, and we strive for an environment where the best people come to work and feel rewarded for their contributions. We are a team of the best and the brightest in industry, and since our inception, we have led with a people-first approach. We give our employees ample opportunity to pursue their interests and passions and support them as their careers progress.

Black Diamond Group has a full-time position for an IT Service Desk Support Analyst in Calgary, AB (in office).

**Duties & Responsibilities**:

- Manage, coordinate and resolve incidents as quickly as possible
- Service Desk - receiving technical support calls and troubleshooting/resolving User IT issues
- Investigation/troubleshooting, completion of and providing clear solutions to user support requests.
- Creation and maintenance of User accounts in the system
- Imaging and configuring laptops
- Assisting Users with laptop migrations
- Ensure all incidents are logged within Service Desk Incident Management Database
- Audit Incident Management Database to ensure all Incidents are being logged and categorized accurately
- Manage and administer access control security devices
- Monitor for policy violations and incidents
- Assist with security audits when requested
- Assist with security testing when requested
- Maintain high level of customer satisfaction
- Provide appropriate communications and care for long running incidents as needed
- Provide recommendations and assist with actions to improve Service Delivery program as requested
- Act as a liaison between customer, Infrastructure and Applications teams to support them in jointly resolving incidents
- Identify needs related to training, documentation and technical issues
- Assist with other tasks as directed by the Operations, Support, Security and Technology Management Team
- Triage and potential escalation to other technical support team members
- Supports integration and management of change across the organization
- Must maintain a professional image and be able to model accountability and integrity
- Contribute to Help Desk improvements
- Other duties as required

**Qualifications**:

- Computer Science Degree or diploma with demonstrated experience
- Minimum 2 years supporting networks, storage, computers and peripherals in a corporate environment
- Proficient in Microsoft Office Suite specifically in Outlook, Excel and Word
- Experience working with Office365 administration is an asset
- A passion for computers
- Must be a quick learner
- Must have a customer first attitude and excellent communications skills
- Must be fluent in English both oral and written
- Must be able to set priorities and multitask
- Keen attention to detail and accuracy
- Ability to work well independently and in a team environment

**Physical Requirements**
- Office/desk environment — must be able to sit for prolonged periods of time in front of computer screens
- Crawling under desks, reaching, connecting cables to live electrical outlets and equipment
- Lift up to 50 lbs.

**We are an Equal Opportunity Employer**

Black Diamond Group Limited is committed to diversity, equal opportunity and ensuring that our employees have the ability to thrive in an inclusive environment. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, national origin, age, disability or any other legally-protected factors. Accommodation for applicants with disabilities is available upon request during the recruitment process.

Company: Black Diamond Group

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