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Analyst, Service Desk Ottawa

2 weeks ago

Ottawa, Canada Morguard Full time

The Analyst, Service Desk is accountable to the Manager, Service Desk for responding to, resolving and tracking end user questions and technical issues in accordance with the Service Level Agreement (SLA) of IT Service Desk.

**DUTIES AND RESPONSIBILITIES**

**1. **Service Desk Support**
Receives, investigates, responds to and resolves Level 1 technical and software questions and problems/issues (for all supported platforms, including Office 365, Microsoft Intune, Microsoft TEAMS, Yardi, Propidex, Argus, etc.) reported by staff (end users) in order to resolve the issue in a timely manner within the predetermined company metrics (e.g. response time, etc.). Escalates complex problems/issues to Manager, Service Desk or others, as appropriate, in order to facilitate a timely solution to the identified problems/ issues.

**2. **Service Desk Data Analysis and Systematic Planning**
Logs all issues reported and resolved, in Service-Now ITSM platform, in order to identify trends or commonalities, through analysis, of issues in order to locate and address underlying issues and trends.

**3. **End User Training**

**4. **Software and Network Upgrades**
Assists in software and network upgrades, as required, designed to enhance system functionality and software efficiency, consistency and security.

**5. **Office 365 Support**
Resolve and or escalate issues related to OneDrive, TEAMS, updates to content on the company intranet site in order to maintain accurate and up to date information for use by employees.

Any other job-related duties and/or projects that may be assigned.

**Minimum Requirements**

**Skills, Knowledge, Experience and Education**
- College diploma in relevant field (e.g. Computer Sciences) or equivalent
- A+ Certification
- Office 365 Certifications, particularly Managing MS TEAMS, office 365 fundamentals, Managing Modern Desktops
- 3 years of relevant experience performing a Service Desk role within a 24/7 call centre
- General computer hardware technical skills and a good understanding of networking and TCP/IP protocols, MS-Windows 10 and MS-Office 365 (Excel, Word, PowerPoint)
- 2 years of experience in supporting mobile devices including iOS and Androids
- 2 years of experience in Windows endpoints imaging and trouble shooting
- Occasional travelling is required

**Core Competencies**
- Excellent interpersonal, communication and relationship skills
- Customer Service focused
- Enthusiastic about learning emerging technologies
- Strong documentation skills
- Sound problem solving skills
- Positive attitude with commitment to service delivery success
- Demonstrated team player

**Additional Requirements**
- Experience in troubleshooting and issues resolution of a Microsoft desktop environment is an asset
- Demonstrated success in the delivery of high-quality service to 800-1000 end users is an asset.