Skills

Communication Customer Service Research Attention to detail Windows Organizational Skills Active Directory

Job Specifications

Service Desk Analyst

Service Desk Analyst

Job Type: Contract

Location: Calgary, Alberta (Onsite)

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 access, and hardware support.
Image and prepare new workstations for deployment.
Research and resolve technical and non-technical problems promptly.
Handle Tier 1 support calls, including investigating, diagnosing, and resolving incidents; recover services/systems in a timely manner; and document all actions in the support database.
Escalate Tier II or III support calls to appropriate ITS staff based on impact, urgency, and resolution times.
Work with vendors and suppliers to resolve external issues promptly.
Provide on-site ITS support for Head Office.
Follow up on 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 quarterly systems access audits.

Required Experience and Skills

Completion of a recognized degree or diploma in IT or equivalent combination of education, certification, and experience.
Minimum five (5) years in a service desk or technical support role.
Minimum five (5) years of customer service experience.
Demonstrated technical competency at Tier I support level.
Familiarity with troubleshooting techniques and various technologies.
Strong knowledge of Microsoft Windows, Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM.
Excellent written and verbal communication, customer service, troubleshooting, analytical, and organizational skills.
Attention to detail and ability to multi-task.
Self-starter, fast learner, and team player.
Completion of HDI Support Centre Analyst certificate is an asset.
ITIL certification required.
Asset management experience is an asset.
Tier II support experience is an asset.
Data manipulation skills considered an asset.

About the Company

Akkodis is a global digital engineering company and Smart Industry leader. We enable clients to advance in their digital transformation with Talent, Academy, Consulting, and Solutions services. Our 50,000 experts combine best-in-class technologies, R&D, and deep sector know-how for purposeful innovation. We are passionate about Engineering a Smarter Future Together. With a shared passion for technology and talent, 50,000 engineers and digital experts deliver deep cross-sector expertise in 30 countries across North America, ... Know more