Advisory Support Analyst

2 weeks ago

Regina, Canada ISM Canada Full time

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM, we believe in life-long learning and we are a dynamic business in a state of constant evolution: we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team. Technology is changing the world.start your career with ISM and get a front row seat

**Close Date: January 4, 2023**

The Advisory Support Analyst (Deskside) understands and fulfills customer requirements and contributes to customer satisfaction by providing efficient, prompt and meaningful support to ISM Canada customers, both internal and external.- The position installs, monitors, tests, designs, writes, and/or supports hardware and/or software, and may train and support customers on site. May analyze and recommend solutions for specific customer needs.- Work is moderately complex, and is at a higher level of difficulty since it is performed with more independence. The position may train staff. Work is performed with direct supervision and is reviewed upon completion. Problems are solved within established guidelines, and unusual or difficult issues are sometimes referred to senior staff or the supervisor for resolution. Position develops recommendations to improve customer service or solve problems.- The position understands and fulfills customer requirements, makes recommendations to improve customer service and may train the customer to operate hardware and software. The employee assumes ownership of customer satisfaction.**Responsibilities**:

- Installing, monitoring, testing, designing, writing, and/or supporting hardware and/or software.
- Training customers to operate hardware/software.
- Making recommendations to improve customer service.
- Monitoring, analyzing and resolving problems with the use, operation or support of hardware and software, making recommendations to supervisors or requesting assistance when appropriate.
- Provide on-site diagnostic, repair, and deployment of equipment and services to clients.
- Update, escalate and close tickets in various systems
- Training and providing technical guidance to staff.
- Providing administrative support for hardware/software, such as maintaining fixed asset inventories and reconciling actual hardware/software costs to budget.
- Providing technical support for hardware/software, such as maintaining building wiring and patch panels at ISM Canada sites.
- Developing an in-depth knowledge of the use, operation, and support of hardware and software and how to diagnose and remedy related problems.

**Qualifications**:

- Recognized diploma related to computer hardware/software or equivalent combination of education, experience and training, plus 2-3 years of directly related experience.
- Knowledge of the use, operation and support of hardware and software, and how to diagnose and remedy related problems.
- Demonstrated skills in supporting microcomputer hardware/software, electronic input/output and equipment.
- Very good interpersonal and public relations skills; good oral communications skills.
- Demonstrated ability to train others.
- Good organizational abilities.
- Demonstrated ability to work either independently or as part of a team.
- Skills and abilities acceptable to the client.

**Key Skills & Abilities**:

- Knowledge of ITIL processes
- Experience with ITSM tools, preferably ServiceNow
- Knowledge and experience supporting Windows 7, 10 and Office 365 suite
- Experience with VDI very desirable
- Strong problem solving skills
- Ability to troubleshoot hardware and software problems of medium complexity
- Ability to install and configure software of medium complexity
- Excellent oral and written communication skills
- Demonstrated customer service experience
- Show initiative to learn and have the ability to work unsupervised
- Willingness to pursue certification in current products
- Basic understanding of LAN / WAN Networking
- General knowledge of Windows, Antivirus products, SMS/SCCM, Lotus Notes, Microsoft Office Suite, Outlook, VMWare, ServiceNow

**Note: if applicable, posted pay ranges for all positions are bi-weekly rates.**

ISM is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Accessibility for Manitobans Act (AMA), and all other provincial and federal legislation, in our recruitment process.

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