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Service Desk Analyst

2 months ago

Richmond, British Columbia, Canada CHC Helicopters Full time

Job Summary

The IT Global Service Desk is a critical front-line support role for CHC Helicopters, responsible for delivering exceptional end-user support on a global scale. As a Service Desk Analyst, you will be the primary point of contact for all IT-related issues and requests, ensuring seamless support and minimizing downtime.

Key Responsibilities

  • Provide primary IT support for all end-user issues and requests, utilizing knowledge documentation to resolve issues efficiently.
  • Deliver Tier 1 and 2 support, addressing and resolving technical issues with internal clients for computer software and hardware.
  • Resolve application functional issues using knowledge bases for all enterprise applications.
  • Properly categorize and document user issues, identifying trends and escalating to management as needed.
  • Support multi-channel intake processes, ensuring timely and effective issue resolution.
  • Collaborate with other IT departments to support CHC's mission and objectives.
  • Participate in global and local IT projects, as directed by the IT Manager.

Requirements

  • Strong understanding of ServiceNow's Core ITSM modules: Incident, Knowledge, Change.
  • Excellent organizational, analytical, and problem-solving skills.
  • Strong communication skills, both written and interpersonal.
  • Extreme focus on client satisfaction through resourcefulness and excellent customer-focused mindset.
  • Strong knowledge of PC operating systems, specifically Windows Suite, Microsoft Teams, and relevant applications.
  • Understanding of data communications with respect to local and international area networks.
  • Ability to learn, understand, and apply new technologies, as well as to effectively prioritize, schedule, and execute tasks in a high-pressure environment.