Service Desk Analyst

3 weeks ago

Regina, Canada OTA Business Solutions Inc. Full time

OTA Business Solutions Inc. is on the lookout for a dynamic Service Desk Ananlyst to join our innovative team and drive digital transformation for our esteemed client. Are you a visionary leader with a passion for service desk services? This is your opportunity to shape the technological landscape of a forward-thinking organization

**Typical activities in this role include**:
b) Participation in an on-call rotation providing first point of contact for users and act as point of escalation to senior resources and Management during non-business hours.

c) Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management. Experience working in an environment employing formal processes may be considered an asset.

d) Accurately tracking tasks/incidents/requests to resolution, including prioritization and escalation.

e) Contributing to and updating the internal knowledge base. Experience with formalized knowledge management process and/or in knowledge engineering will be considered an asset.

f) Maintaining a high degree of customer service for all support calls and communications.

g) Taking ownership of user problems and be proactive when dealing with customer issues. Strong technical troubleshooting and analytical skills are required.

h) Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance.

i) Responding, as needed, to network, server and communications problems

j) Supporting 1,200 (approximately) internal customers

k) ITIL Foundations v4 (or higher) certifications will be considered an asset.

**Ideally the resource will have**:

- Experience providing Technical IT Support to End-users in a corporate Service Desk environment. (Tier 1 support)
- Experience working with formalized ITSM practices such as Incident Management, Request Fulfillment, Problem Management, and other Service Operation processes.
- Experience working with and providing front line support for Windows Desktop platforms (Windows 10 or higher)
- Experience working with and providing front line support for Microsoft 365 (Word, Excel,

PowerPoint, Outlook, Teams, and One Note)
- Experience with Ivanti Cherwell ITSM
- Experience with Windows file system access control in an Active Directory integrated

environment.
- Experience utilizing knowledge management principles, resources, and systems
- Worked in an environment employing multi-vendor/contracted resources
- Strong analytical and problem-solving skills with focus and attention to detail
- Customer Communication Skills/Experience
- Pro-active, independent, self-starter
- Proven ability to balance, prioritize and organize multiple tasks

**Job Types**: Full-time, Fixed term contract

**Salary**: $65.19-$75.00 per hour

Expected hours: 40 per week

**Benefits**:

- Company events
- Employee assistance program

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Application question(s):

- Are you able to work onsite, 8am - 5pm, Mon-Fri, in Regina, SK?
- Are you currently able to work in Canada legally ?
- Do you have a professional experience with Active Directory, specifically user and group management.
- Are you able to regularly participate in the Service Desk on-call rotation. On-call coverage is provided evenings, week-ends and statutory holidays.
- Do you have a recognized Bachelor's Degree or Technical Diploma in computer science, information systems, engineering, or a related discipline;
or 5+ years recent (in the past 10 years) experience working as a member of an IT Service Desk team.

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Windows Desktop Support Analystt: 8 years (required)
- Desktop support: 5 years (preferred)

Ability to Relocate:

- Regina, SK S4P 0J3: Relocate before starting work (required)

Work Location: In person

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