Service Desk Analyst
1 day ago
The Service Desk Analyst will play a key role in providing first-level telephone/remote support for employees and Business Units experiencing technology-related problems. This includes but is not limited to providing initial triage, troubleshooting, and support for all reported incidents/events.
This role responds to, diagnoses, and resolves problems through discussions with customers and help from 2nd Level Resources. The Service Desk Analyst will follow established processes for the control, escalation, tracking, and follow-up on any reported problems. Provide training, repair, advice, and support to departments in the areas of installation, configuration, and end-user problem resolution. The Service Desk Analyst assists in training customers to avoid recurring problems with Desktop software and Personal computing devices.
Key Responsibilities- Provide first-level support for employees and Business Units experiencing technology-related problems.
- Respond to, diagnose, and resolve problems through discussions with customers and help from 2nd Level Resources.
- Follow established processes for the control, escalation, tracking, and follow-up on any reported problems.
- Provide training, repair, advice, and support to departments in the areas of installation, configuration, and end-user problem resolution.
- Assist in training customers to avoid recurring problems with Desktop software and Personal computing devices.
- Completion of a three (3) year College Diploma / University degree in a Computer Science/Information Technology/Telecommunications related field of study; or
- An equivalent combination of a completed, 3 year university degree / 2 year College Diploma in conjunction with recent technology related education, IT certifications, formal, related IT training, and/or recent work experience in supporting IT in a mid-sized, Microsoft-based network environment.
- 1-3 years of recent and related experience in a customer service and a mid-size IT Service Desk role.
- 1-3 years of recent and related experience supporting IT Technology in a mid to large scale Microsoft networked environment.
- 1-3 years of recent and related experience supporting Office Automation (OA) and Personal Computer (PC) software packages;
- A+, MCP, ITIL, HDI or other similar certification would be an asset;
- Experience with a mainstream and current Enterprise-level, IT Service Management Tools are a definite asset.
The Service Desk Analyst will work in a fast-paced, dynamic environment, responding to a high volume of calls and incidents. The successful candidate will be able to work effectively in a team environment, communicate clearly and concisely, and maintain a high level of professionalism and confidentiality.
The Niagara Region is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and accessible work environment.
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