Help Desk Analyst

Reporting to the Manager IT Ontario Operations, you will be part of the Information Technology Department. Your role encompasses various responsibilities aimed at providing Level 1 & 2 desktop support to a geographically wider end-user environment. You will work closely with Agnico Eagle IT support teams and third-party vendors. This role encompasses both Business-As-Usual (BAU) and Project activities. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of remote diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. You will ensure that the goals and objectives are achieved while promoting and respecting Agnico Eagle’s values, Health & Safety Code of Conduct and the environment.

Responsibilities:

• Process all AEM Ontario Help Desk requests received via email, phone calls, and walk-ins
• Provide Level 1 & 2 Technical Support
• Assign Tier 2 requests to relevant Operational Support Teams and follow-up where required to maintain SLA targets
• Participate in an On-Call Emergency Support roster for regional operations
• Identify improvement opportunities to help deliver high quality service
• Produce and maintain updated technical documentation and customer-facing knowledge bases
• Prioritize and maintain security of IT systems within the guidance of AEM Policies
• Providing friendly and efficient customer service

Minimum Requirements:

• College Diploma or bachelor’s degree in computer science, Information Systems, Computer Engineering, System Analysis, or a related field, OR
• Currently pursuing a degree in Computer Science, Information Systems, Computer Engineering, System Analysis, or a related field, OR
• Equivalent work experience in the relevant field
• ServiceNow Platform Knowledge or other ITSM tool would be considered an asset
• Experience in the mining industry would be considered an asset
• Beginner to Intermediate knowledge in most, but not all of the following:
  • MS Windows 10/11
  • MS Windows Server
  • MS O365
  • MS SCCM
  • Managing objects in a Windows Active Directory environment
  • Laptop/desktop hardware
• A basic understanding of the following would be considered an asset:
  • VOIP Systems
  • Networking hardware and configuration
  • VMWare
  • Server and storage area network hardware
  • ITIL concepts
  • MS Azure
• Excellent working knowledge of all Microsoft Office Suite applications especially Outlook, Excel, Word & PowerPoint

Your Work Schedule:

• Schedule: 40 hours per week, Monday to Friday at our Timmins
• Occasional visits to site may also be required