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The Service Desk Analyst ensures they meet and exceed customer expectation, provide fixes to IT problems and meet Service Level Agreements. Work is performed with little supervision and requires use independent judgment, analysis and initiative to resolve problems and make recommendations, upkeep incident management records and deliver end-user training. The employee in this position may also assist in the maintenance and testing of network equipment, servers and associated equipment.
RESPONSIBILITIES:
Incident Management and Daily Operations
1. Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
2. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
3. Works with Operations staff as appropriate to determine and resolve problems received from clients.
4. Recommends and/or performs upgrades on systems to ensure longevity.
5. Assesses functional needs to determine specifications for IS purchases, then works with procurement staff to purchase hardware and software.
7. Field incoming help requests from end users in local and remote locations in a courteous manner
8. Maintain technical problem history through a ticketing system
9. Maintain knowledge of local network policies, practices, security measures and control documentation.
10. Assist in preparing, revising and maintaining procedures and documentation.
12. Participate in special projects as requested.
13. Provide input to IT Service Management Processes including but not limited to; Service Desk, Service Requests, Knowledgebase and Problem Management.
14. To allocate more sophisticated calls to the relevant IT Support member.
15. To arrange for external technical support where problems cannot be resolved in house.
STAFF PLANNING
16. Act as a point of contact between external service providers and clients on a day-to-day basis as well as act as the focal point for reporting incidents and making service requests.
SUPPORT-BUSINESS LIAISON
17. Manage, resolve and/or escalate areas of conflict with cross-functional issues.
18. Follow up with internal support providers and third party service providers until issues are resolved.
19. Understand the user community’s business processes; recommend improvements and implement standard methodologies.
20. ASSIST TIER 2/3 SUPPORT TEAMS WITH END-USER ISSUES
QUALIFICATIONS:
Education: A degree in Information Systems related studies or equivalent work experience.
Preference will be given to applicants who possess certifications in one or more of the following areas or demonstrate an equivalent work experience:
- Post-Secondary education
- MCP, A+, Networking Fundamentals or MCSE certification would be desirable.
- ITIL foundations certification is a plus
EXPERIENCE:
- Years of Experience: 2-4 years Information Technology Experience
- Previous experience within a corporate office technology
- Thorough understanding of Windows and Microsoft Office Suite. Knowledge of Macintosh OS is a plus
- Must be familiar with all components of Laptops, Desktops, able to replace peripheral components and perform upgrades and repairs to legacy systems.
- Monitoring of third party service providers and evaluation of outsourced IT support service offering.
- Extensive experience an Incident Management system is a must.
- Knowledge of PC hardware technology and remote diagnostics tools is necessary
- Familiarity with remote tools such as SMS or SCCM, Remote Assistance, and Remote Desktop.
- Knowledge: Good knowledge of IT industry trends and software/hardware technologies. The applicant should demonstrate an understanding of IT Service Management (ITIL) processes and must understand customer satisfaction measurement and quality assurance requirements in delivering IT services. Strong abilities to read, build and interpret technical documents are vital.
**_
Key Competencies (Skills, Knowledge, Personal Attributes)_**:
**Knowledge**:Good knowledge of IT industry trends and software/hardware technologies. The applicant should demonstrate an understanding of IT Service Management (ITIL) processes and must understand customer satisfaction measurement and quality assurance requirements in delivering IT services. Strong abilities to read, create, interpret technical documents are necessary.
