Technology Service Desk Analyst Services

3 days ago

Ottawa, Canada Maplesoft Group Full time

Maplesoft Group is currently seeking a Technology Service Desk Analyst for our Federal Government client.

The following responsibilities are associated with the “Statement of Work” but are not

limited to:
Primary Responsibilities
- Daily usage of Service Desk Tool following best practices e.g., resolution steps, recommendations to users.
- Providing technical support for our Microsoft Office, CRM, ERP and telephone systems.
- Performing daily checklist to ensure that all systems are operational.
- Running reports to analyze common end user problems.
- Involvement in various projects for the Infrastructure and End User Service Teams.
- Provide educational and support information for our systems through various mediums
- Build relationships with customers both in person and over the phone
- Contribute to team innovation through ideas for process improvement and efficiency
- Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
- Document all problems and solutions in the Service Desk Tracking System
- Be available to work rotating schedules which include evenings, weekends, and holidays.

Specific Project Requirements
- Be available to work rotating schedules which include evenings, weekends, and holidays. Agents will be expected to work 8 hour shifts between the hours of 7am and 8pm.

**Skills**:
Top Skills Required:

- 5+ year work experience in a Service Desk or Help Desk environment
- Bilingual - French & English
- Proven technical administration experience in:
Windows 10 and MAC OS

Office 2010/2016 and O365

Active Directory (ActiveRoles Server)

Exchange and SharePoint

OneDrive

Microsoft Teams, WebEx

Mobile OS - Apple IOS and Android

ServiceNow, Cherwell, Service Manager, Remedy
- ITIL V3/V4 Certificate

Other Skills Required:

- 2+ years post-secondary program including completion of computer technical courses
- Exceptional customer service and interpersonal skills, with a focus on rapport-building
- Create and maintain Knowledge Base articles for end-users and Technical team
- Ensure timely resolution or escalation of incidents, and prompt communications of progress to end-users.
- Strong analytical and problem-solving skills
- Related technical experience in an office environment or remotely
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a fast-paced environment
- Experience working in a team-oriented, collaborative environment

Note that the proposed resource may not be solely responsible for the completion of these deliverables. The consultant will be expected to work collaboratively with staff to ensure the work is completed in a way that ensures maximum knowledge transfer.

Maplesoft Group prides itself on its distinct corporate culture and recognizes that success is a direct reflection of our most valuable asset - our people. Therefore, attitude and ambition are key personality traits we seek out, along with skill and aptitude, in potential employees.

All employment decisions are made based on business needs, job requirements, and individual qualifications.

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