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Service Desk Analyst I
2 months ago
We are seeking a highly skilled Service Desk Analyst I to join our team at the College of New Caledonia. As an initial point of contact for IT Services, you will be responsible for recording, triaging, escalating, or resolving user service and incident requests. This role will also involve maintaining accurate records in the IT asset and request tracking system.
Key Responsibilities- Preliminary Investigation and Troubleshooting: Provide initial investigation, troubleshooting, and diagnosis of user issues.
- Ticket Management: Record, resolve, and escalate tickets to appropriate technicians based on responsibility matrix and escalation guidelines.
- Desktop Image Deployment: Follow procedures to create and deploy desktop images based on provided requirements.
- Knowledgebase Article Creation: Create knowledgebase articles documenting resolution procedures for common issues that are later reviewed for quality.
- Asset Management: Validate asset details and asset ownership in the asset system as part of user interactions.
- Asset Deployment and Recycling: Order, recover, prepare for redeployment, and distribute assets based on procedures.
- Inventory Verification: Perform inventory verification activities following a pre-set schedule or plan.
- System Documentation: Maintain system documentation.
- IT Initiatives and Service Interruptions: Communicate IT initiatives and service interruptions to the College community via email and other channels.
- Software Licensing and User Account Management: Maintain software licensing database and enterprise systems user account management activities.
- Education: Recognized two (2) year diploma in Computer Information Systems, Information Technology, Electronics Engineering or equivalent.
- Experience: 6 months or more current experience working with IT support services performing user issue resolution, service request fulfillment, and user device management.
- Preferred Qualifications: Experience in post-secondary education or the public sector is preferred.
- Skills and Qualifications: Ability to provide advice and training resources to end-users in a professional manner, experience with an IT Framework such as ITIL (Information Technology Infrastructure Library), and ability to test newly implemented solutions and provide constructive feedback.
