Service Desk Analyst
5 months ago
**Typical activities**:
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.
**Qualifications**:
- Experience providing Technical IT Support to End-users in a corporate Service Desk environment.
- 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.
- Hold an ITIL or HDI Certificate or other Service Desk industry certifications
- Experience utilizing knowledge management principles, resources, and systems
- Experience 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 task
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