Desktop Support Analyst

6 days ago

Ottawa, Canada University of Ottawa Heart Institute Full time

**Start date**:
As soon as possible.

**Overview**:
**Responsibilities**:

- Deliver timely assistance to clients for second level work orders assigned from the IT Help Desk.
- Provide courteous, professional, and quality service to clients.
- Log and maintain accurate up-to-date records for assigned tickets.
- Strive to resolve problems and answer questions in a timely, methodical, and accurate manner on the first visit utilizing experience, procedures, available tools, and co-workers.
- Exercise resourcefulness in determining the cause of problems through acquired knowledge, assistance from second level support groups and in-depth understanding of problem-solving skills.
- Understand defined Service Level Agreements (SLAs), the various user populations and the impact of support issues to help determine the prioritization in relation to the other existing workload.
- Effectively resolve problems or contribute to the escalation direction of the ticket to the appropriate response group based on general knowledge of PC’s, Windows Operating System, and various user programs.
- Maintain effective lines of communication with third level support groups and working with these groups to ensure unresolved problems are handled in an expedient manner, problem trends are identified, and root causes eliminated.
- Adhere to all documented & formalized policies and procedures.
- Escalate or ask for direction on questionable/problematic tickets or issues.
- Promote the use of corporate standard hardware and software to ensure legality.

**Requirements**:

- A minimum of 5 years experience in Desktop Support role.
- Excellent customer service skills including patience and diplomacy.
- Team player with demonstrated commitment to service excellence.
- Strong root cause analysis and problem-solving skills.
- Time management skills and the ability to work independently.
- Knowledge of computer systems, including but not limited to:

- Troubleshooting and deployment of Microsoft Windows operating systems
- Troubleshooting and deployment of Microsoft Office suite
- Deployment of Desktop/Laptop hardware and systems
- Printer and peripheral deployment, support, and troubleshooting

**Competencies**:

- Above average analytical, organizational, oral, and written communication skills are required in providing effective liaison with the user community.
- Good interpersonal skills.
- Team player with demonstrated commitment to service excellence.
- Ability to lift and carry Computer/Printer hardware.
- Knowledge of AV (Audio Visual) and Meeting Room Systems is a plus.
- Service Now experience is a plus.

**To apply**:
The University of Ottawa Heart Institute is committed to developing inclusive, barrier-free selection processes and work environments. Accommodations will be provided in all parts of the hiring process relating to any specialty requirements. Applicants should make their needs known in advance.

The Institute requires applicants to disclose their Covid-19 vaccination status prior to being interviewed. Upon hiring, applicants must provide government issued documentation proving they have been fully vaccinated.

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