IT Service Desk Analyst

2 weeks ago

Gatineau, Canada Brookfield Renewable Full time

Job Details

Description

The IT End User Services group is looking to fill a position on the Service Desk team, which serves at the first point of contact for Brookfield Renewable staff to contact the IT team. Their focus is to resolve incidents, problems, and requests, or to route tickets appropriately where required.

**Responsibilities**
- Support End Users with Level 1 and 1.5 support including, but not limited to:

- Password resets
- Software install/uninstall
- Operating System (Windows 10) and Hardware issues
- Mobile device management utilizing In-Tune
- Printer setup
- Assist in the administration of enterprise-wide toolsets such as Office 365
- Provide remote support to users via TeamViewer and SCCM
- Provide after hours on call support once every 4-6 weeks on a rotating basis
- Assist in asset management and tracking of both hardware and software assets

**Requirements**:

- Strong time management skills, able to manage multiple priorities and work on multiple tickets at once
- Customer-centric mindset and strong interpersonal skills
- Exceptional problem-solving ability
- Ability to articulate solutions to problems clearly and effectively to non-technical colleagues
- Ability to document repeated actions in relation to Problems and Incidents

**Qualifications**
- College Diploma or bachelor’s degree in Information Technology, Computer Programming / Science, Engineering, or other related field
- Equivalent work experience will be accepted
- Experience using ServiceNow as a ticketing system
- Functional knowledge of Windows 7 and Windows 10 enterprise deployments
- Functional knowledge of the M365 toolset (i.e. Office Suite, Microsoft Teams, SharePoint)
- Understanding of Group Policy structure is an asset
- Working knowledge of ITIL processes
- Fluency in English and French required

**What We Offer**
- Competitive salary, bonus, benefits from day 1, paid time off, Defined Contribution Pension Plan
- Opportunity for growth and development
- Exposure to different businesses, geographies, and teams
- A collaborative, open, dynamic and fast paced environment
- Free onsite gym

Brookfield Renewable has a strong culture that focuses on collaboration and values in-office interactions. We believe that it is beneficial for employees to be in the office to ensure that we provide the appropriate training and coaching, facilitate real-time learning through direct interactions with colleagues and senior leaders via our open concept environment, and accelerate the integration of new employees into our teams. As we transition back to the office, we are currently offering a hybrid work environment with a minimum of 3 days in office, and we will reassess the approach on a as needed basis.

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