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IT Service Desk Analyst
2 months ago
The IT End User Services group is seeking a skilled IT Service Desk Analyst to join their team. As a key member of the Service Desk team, you will be the first point of contact for Brookfield Renewable staff to contact the IT team.
Your primary focus will be to resolve incidents, problems, and requests, or to route tickets appropriately where required. You will work closely with the IT team to provide timely and effective support to end-users.
Key Responsibilities- Receive, act on, and triage requests to the IT team via phone call, email, and ServiceNow portal
- Support End Users with Level 1 and 1.5 support including, but not limited to:
- Software installation and uninstallation
- Operating System (Windows 10) and Hardware issues
- Printer setup
- Assist in the administration of enterprise-wide toolsets such as Office 365
- Provide remote support to users via TeamViewer and SCCM
- Provide after-hours on-call support once every 4-6 weeks on a rotating basis
- Assist in asset management and tracking of both hardware and software assets
- College Diploma or bachelor's degree in Information Technology, Computer Programming / Science, Engineering, or other related field
- Equivalent work experience will be accepted
- Strong time management skills, able to manage multiple priorities and work on multiple tickets at once
- Customer-centric mindset and strong interpersonal skills
- Exceptional problem-solving ability
- Ability to articulate solutions to problems clearly and effectively to non-technical colleagues
- Ability to document repeated actions in relation to Problems and Incidents
- Experience using ServiceNow as a ticketing system
- Functional knowledge of Windows 7 and Windows 10 enterprise deployments
- Functional knowledge of the M365 toolset (i.e. Office Suite, Microsoft Teams, SharePoint)
- Understanding of Group Policy structure is an asset
- Working knowledge of ITIL processes
- Fluency in English and French is required
- We work to recognize you in meaningful, personalized ways including a competitive salary, bonus structure, a health benefits program, and defined benefit pension plan.
- Our spaces are open, dynamic, and collaborative, giving you access to different businesses and teams. For your wellbeing, our building is equipped with a modern gym, bike storage, and healthy snacks and drinks.
- We cultivate a culture where we invest in your growth and development.
Brookfield Renewable Partners L.P. embraces and promotes the principles of diversity, equity, and inclusion. We welcome and encourage applications from all qualified candidates, including women, Indigenous peoples and other persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions. We also provide accommodation during all parts of the hiring process, upon request.
