Service Desk Analyst Co-op
3 months ago
Purpose
The role of Service Desk Co-op is to provide support to the Access Controls team in management of Service Requests and Issues related to the provisioning and deprovisioning of access to applications, network shares, Exchange 365, “on-prem” and Azure Active Directory. The Service Desk Co-op will be utilizing standard Service Desk ticketing software and assisting in timely resolution and/or escalation of requests and issues to the appropriate teams. The incumbent will participate and lead team initiatives, collaborate with various departments to provide expertise, and support the evolution of Identity and Access Management practices within the enterprise through the effective user lifecycle management, in line with the company security and compliance guidelines.
Accountabilities
• Act as the primary technical resource to manage access for the enterprise, and as an escalation point to IT field services staff.
• Triage of incident tickets, automated notifications, and escalation to support teams.
• Manage assignment of Issues, service requests and tasks to teammates.
• Chair daily team meetings.
• Provision and deprovision access to Azure and on premises Active Directory, Exchange 365, network shares, applications, and telephony systems.
• Update and maintain documentation procedures when needed.
• Other duties as assigned.
Education and Experience
• 2nd – 4th year University or College student, currently enrolled in a Computer Systems Technology program or related discipline requiring a co-op
• Team player with good interpersonal skills that values communication, collaboration, and coordination.
• Ability to work within a fast pace working environment and to changing priorities.
• Proven customer service experience
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