Service Desk Analyst

2 weeks ago

Regina, Canada Visionpool Business Services Full time

**Typical Responsibilities**:

- Participation in an on-call rotation providing first point of contact for users and act as point of escalation to senior resources and Management during non-business hours.
- Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management.
- Accurately tracking tasks/incidents/requests to resolution, including prioritization and escalation.
- Contributing to and updating the internal knowledge base. Experience with formalized knowledge management process and/or in knowledge engineering will be considered an asset.
- Maintaining a high degree of customer service for all support calls and communications.
- Taking ownership of user problems and be proactive when dealing with customer issues. Strong technical troubleshooting and analytical skills are required.
- Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance.
- Responding, as needed, to network, server and communications problems.
- Creating accurate, timely and consistent ticket documentation for any troubleshooting steps performed or information gathered while assisting the end-user.

**Qualifications**:

- Experience providing Technical IT Support to end-users in a corporate Service Desk environment. (Tier 1 support)
- Experience working with formalized ITSM practices such as Incident Management, Request Fulfillment, Knowledge Management, Problem Management and other IT Operation and Service Delivery processes
- Experience working with and providing front line support for Windows Desktop platforms (Windows 11 or higher)
- Experience working with and providing front line support for Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams and One Note)
- Professional experience with Active Directory, specifically user and group management.
- Experience with an ITSM ticketing system, particularly Ivanti Cherwell Service Management or ServiceNow IT Service Management.
- Experience with Windows file system access control in an Active Directory integrated environment.
- Experience utilizing knowledge management principles, resources, and systems
- Experience working in an environment employing formal processes may be considered an asset.
- Worked in an environment employing multi-vendor/contracted resources
- Strong analytical and problem-solving skills with focus and attention to detail
- Customer Communication Skills/Experience, including verbal and written communications.
- A natural approach to being pro-active and an independent self-starter, being someone that actively occupies their time with relevant work activities, including identification of service improvement opportunities.
- Proven ability to balance, prioritize and organize multiple tasks

**Only applicants who are shortlisted will be contacted. We sincerely thank all applicants for your interest in Visionpool Business Services

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