Senior Service Desk Analyst

Job Title: Senior Service Desk Analyst

Location: Winnipeg, MB (Onsite)
    
Estimated Duration: 6 Months

Responsibilities:

Service Desk Support

• Receive, record, classify, route, prioritize, resolve, and close all incoming IT related support tickets, automated system alerts, and service requests within prescribed time limits.
• Assist end users with software applications, file accesses and hardware support.
• Image and prepare new workstations for deployment.
• Research technical and non-technical problems and resolve in a timely manner.
• Action and close all Tier 1 support calls, including matching recurring incidents, investigating, diagnosing, and resolving all incidents: recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.
• Escalate and route Tier II or III support calls tickets to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.
• Work with licensees, vendors, and suppliers ensure that all external issues are dealt with in a timely manner.
• Provide on-site ITS support for Head Office
• Follow up on all resolved incidents to ensure customer satisfaction.
• Assist with communication of site failures and outages.
• Create and modify operational procedures as required.
• Monitor systems and network parameters.
• Assist with a quarterly systems access audit.

System Administration

• Modify and delete accounts for all assigned systems.
• Manage new administration accounts for all assigned systems. (Such as, AD and Exchange accounts, VoIP configuration for desktop phones, room booking, secure link and admin for various systems).
• Perform Start of Day and End of Day maintenance procedures on all assigned systems.

Staff Onboarding

• Provide all required hardware equipment.
• Install and configure needed software, and peripherals.
• Configure smartphones for WIFI, and Corporate authorized applications.
• Assisting in setup personal smartphone and mobile devices for applications.

Inventory Management

• Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.
• Submit requests for procurement of ITS equipment as needed.
• Monitor and manage level counts for all ITS consumables and peripherals items.
• Work with external service providers on hardware failures.
• Receive, ship, and track ITS equipment as needed.

Other Duties

• Support and comply with Corporate Social Responsibility, policies, procedures, and practices.
• Work on projects as assigned.
• Other related duties as assigned.

Qualifications:

• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification, and experience.
• Minimum five (5) years previous service desk or technical support role.
• Minimum five (5) years of customer service experience.
• Demonstrate technical competency at monitoring and providing Tier I support level.
• Familiarity with the various technologies and troubleshooting techniques.
• Strong knowledge of Microsoft Windows and Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM.
• Strong written and verbal communication skills, customer service skills, troubleshooting skills, analytical, and organizational skills.
• Excellent attention to detail and ability to multi-task.
• Self-starter, fast-learner, and a great team player.
• Have and maintain a valid Manitoba Class 5 Drivers license.
• Completion of an HDI Support Centre Analyst certificate is an asset.
• Must be ITIL certified and with demonstrated solid ITIL background.
• Asset management experience is an asset.
• Technical competency at monitoring and providing Tier II support level is an asset.
• Data manipulation skillset is considered an asset.
• LGCA license is considered an asset.