Service Desk Analyst

Service Desk Analysts

Reporting to the Manager, IT Services, the Service Desk Analysts will oversee the delivery, performance, and continuous improvement of IT services within the organization. This role will provide First Level Technology Support to all Spark Power Employees and user base. As part of the IT Services team, the Service Desk Analyst will be responsible for the triage, routing and resolution of IT support requests within defined service levels. This role ensures timely resolution of technical issues, adherence to service level agreements (SLAs), and contributes to the overall efficiency of IT services and operations. The Service Desk Analyst is the first line of support for end-users with IT-related inquiries. As such, this role drives the day-to-day fulfillment of IT service requests, investigating incidents, providing troubleshooting expertise and resolving issues as they arise.

Here's what you will do as a Service Desk Analysts

• Provide exemplary end-user support and service in all situations via the ITSM tool
• Diagnosing and troubleshooting hardware, software, and basic network issues.
• Install, configure, and maintain desktops, laptops, and peripheral devices along with third party service providers
• Support software installations and license management for end-users
• Provide a prompt response to user requests for information and assist in application system problem resolution
• Keep the end-user informed of remediation progress and advise on workarounds
• Develop and maintain IT knowledge base containing troubleshooting approaches, methods and fixes
• Perform access control activities such as Active Directory accounts, local user privileges, application access, etc.
• Prioritize and allocate incidents and provide on-call support as required
• Be informed on the IT operating environment (hardware and software) as it relates to overall IT service delivery
• Collaborate with other IT Services Leads for activities such as incident management, problem management and root cause analysis.
• Escalate critical issues to manager and appropriate team members
• Coordinate with manager and off-hour support team members to resolve high severity after-hours incidents

Here are some of the perks Spark employees enjoy:

• Diverse customer base-including: industrial, commercial, and institutional
• Competitive wages and commission, and bonus structure
• Excellent benefits package with flexible options and wellness spending accounts
• RRSP
• Hands-on and supportive leadership team
• Continuous training and skills improvement including Spark U and external training
• Employee referral bonus program
• Corporate discounts (hotels, travel, insurance, retail)
• …much more

Do you have the Spark? Here's what we're looking for:

• Excellent interpersonal and customer service skills
• Exemplifies positive and solution driven attitude when faced with challenges
• Strong analytical, verbal, and written communication skills
• Experience in supporting VOIP phone system solutions
• Demonstrated experience troubleshooting IT services including hardware, software, and processes
• Demonstrated knowledge of laptop, mobile and portable device technologies
• Demonstrated knowledge of the Microsoft ecosystem
• Operate with strong attention to detail and a focus on the standard of service delivery quality
• Self-motivated with a high level of initiative and accountability
• Able to multi-task and perform well in a fast-paced environment
• Bachelor's or post graduate degree in Computer Science, IT, business or related field.
• 2+ years in IT Service Desk or similar
• Awareness of ITIL or other IT service management frameworks

Who is Spark Power?

Spark Power is the leading independent provider of end-to-end electrical services and operations and maintenance services to the industrial, utility, and renewable asset markets in North America. We work to earn the right to be our customers' Trusted Partner in Power. Our highly skilled and dedicated people, located in the communities we serve, combined with our knowledge of the power industry, technology expertise, and commitment to safety, ensures we deliver the right solutions that keep our customers' operations up and running today and better equipped for tomorrow.

We are an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.