Service Desk Analyst

Otip Group Of Companies (Ogc); Edmonton; Hybrid; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst to enhance their IT support team. This role involves troubleshooting user issues, managing service requests, and ensuring excellent communication between technical staff and users. With a focus on continuous improvement, the ideal candidate will leverage their technical expertise and organizational skills to streamline processes and enhance user satisfaction. This is a fantastic opportunity to join a supportive and inclusive workplace that values your contributions and offers numerous professional development resources. If you are passionate about technology and service excellence, this position is perfect for you.

Benefits

Best-in-class pension and benefits

100% premium coverage for group benefits

Defined benefit pension plan

100% coverage for continuing education fees

Access to learning resources like LinkedIn Learning

Flexible work-from-home options

Opportunities for advancement

Qualifications

• 3+ years of experience in service desk or technical support.
• Advanced knowledge of Microsoft Office and personal computers.
• Ability to communicate technical information effectively.

Responsibilities

• Investigate and resolve user incidents related to hardware and software.
• Log and track service requests using a management database.
• Prioritize and distribute workload among technical staff.

Skills

Service Desk Support

Technical Documentation

Microsoft Office (M365)

Time Management

Bilingual Communication

Education

College Diploma in Computer Science

AZ-900 Certification

Net + Certification

ITIL Designation

Tools

Microsoft Entra

SharePoint

Intune

Job description

Company Description

Who We Are

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employeesfeel valued forthe work they do, supportedasthe people they are, andincluded in thevery fabric of the organization: they bringtheirbestto work every day. And that's why we mean itwhen wesay we put our people at the centreofeverything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

Job Description

What You’ll Do:

Reporting to the Service Desk Assistant Manager, the core parts of your role will be to:

• Interviewuser to collect information and investigates the source of incident(s). Review actions taken by user, assesscause of incident, whether it is related to hardware, software, cabling or telephones, and resolvethe incident, escalating all other incidents to third level technicians as required.

• Identify, research, isolateand escalateincidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.

• Respondto, evaluateand prioritizeincoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

• Committo timelines and actas a liaison between information technology services and users.

• Prioritizeuser incidents / problems and distributes workload to other technical staff as required.

• Usea service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.

• Reviewexisting documents to analyze and identify inefficiencies and make recommendations to processes and procedures.

• Workclosely with system owners to produce effective documents.

• Ensureall tickets are adequately documented on closure.

• Ensurethat documentation and knowledge bases are kept up-to-date and maintained as an effective tool for design, support and troubleshooting.

• Recommendimprovement in processes and procedures.

• Perform support for the following:Access to create and modify user accounts in Microsoft Entra, Access to file shares to grant file permissions, Exchange Account Creation, File restore from back up, First level UCB (Knowledge to expand, SharePoint management, Intune knowledge, M365 knowledge

• Analyzeand evaluateincident reports and offers recommendations to users and management to reduce help line incident rates.

• Consultwith technical staff and provides information regarding recurring software, hardware and user-related incidents or issues.

• Liaisewith software and hardware vendors, requesting and tracking service as required.

• Sort, labeland catalogueto maintain files, disks, program licenses and materials.

• Maintainquality of service and keeps information confidential to protect operations.

• Performother duties within competence, as assigned.

Working Conditions:

1. General office environment.

1. May be required to work overtime.

1. Hybrid with requirement to be in office at least 3 days per week.

1. Required to participate in the after-hours on-call support rotation.

Qualifications

Let’s Talk About You:

This is the unique blend of skills and experience we would love to see in an ideal candidate:

• Minimum of three years’ experience as a service desk technician or a related technical field, including experience creating technical documentation on service desk processes and metrics.

• Advanced knowledge of personal computers and Microsoft Office systems including M365.

• The demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner.

• The demonstrated ability to effectively communicate technical subject matter to users.

• Superior time management and organizational skills to manage competing priorities, including project management skills.

• College diploma in computer science or a related subject.

• Current experience in writing technical articles and procedures.

• AZ-900, Net + and ITIL designations or working towards completion.

• General knowledge of network management.

• Basic knowledge of LAN and WAN.

• The ability to communicate bilingually is considered an asset.

We also consider your potential.If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBOcourses in Ontario)
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let’s work together! If you are interested in this opportunity, pleaseapply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals.We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

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