Global Service Desk Analyst

3 weeks ago

Richmond, British Columbia, Canada CHC Helicopters Full time

Global Service Desk Role Summary

The IT Global Service desk is a 24/7 front line support role for CHC Helicopters, responsible for all end user issues and requests. The primary objective of this role is to intake, categorize and resolve or escalate end user issues and requests on a global level.

Key Responsibilities:

  • Provides primary IT support for all end user issues and requests
  • Tier 1, 2 support, addresses and resolves technical issues with internal clients for computer software and hardware issues
  • Resolves, L1.5 Application Functional issues using Knowledge base for all enterprise applications
  • Properly categorize and document user issues
  • Supports multi-channel intake process (Chat, Phone, Email, etc)
  • Proper use of knowledge documentation to resolve user issues
  • Helps identify issue trends and escalates to management
  • Initiates and facilitates Major Incident Management process for critical business impact issues
  • Provisions system access request issues as defined by Cyber-Security team
  • Assists with End Point asset inventory management
  • Assists with End Point OS and security updates as defined by management
  • Follows all IT principles when supporting end users
  • Works closely with all other IT departments to support CHC mission
  • Participate in Global and Local IT projects as directed by the IT Manager

Requirements:

  • Reasonable and working understanding of ServiceNow's Core ITSM modules: Incident, Knowledge, Change
  • Strong organizational, analytical and problem solving skills,
  • Solid communication skills, both written and interpersonal,
  • Extreme focus on client satisfaction through resourcefulness and having excellent customer-focused mindset,
  • Very strong knowledge of PC operating systems, specifically Windows Suite, Microsoft Teams, and relevant applications – MS Office, Adobe Acrobat, etc.,
  • An understanding of data communications with respect to local and international area networks,
  • A working knowledge of TCP/IP, Active Directory, DNS and DHCP,
  • Ability to learn, understand, and apply new technologies as well as to effectively prioritize, schedule and execute tasks in a high-pressure environment,
  • Minimal international travel, Shift work and Overtime may be required.

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