Service Desk Analyst (Contract)

Under the direction of the Service Desk Supervisor, the Service Desk Analyst is responsible for day to day delivery of Service Desk functionality by providing Tier 1 and 2 remote or phone support for desktop hardware and software. This position provides technical support of desktop computers, applications and related technology liaising with various business partners within the Teck Resources business divisions. 

The Service Desk Analyst ensures they meet and exceed customer expectation, provide fixes to IT problems and meet Service Level Agreements. Work is performed with little supervision and requires use independent judgment, analysis and initiative to resolve problems and make recommendations, upkeep incident management records and deliver end-user training. The employee in this position may also assist in the maintenance and testing of network equipment, servers and associated equipment.

RESPONSIBILITIES:

Incident Management and Daily Operations

1. Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

2. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

3. Works with Operations staff as appropriate to determine and resolve problems received from clients.

4. Recommends and/or performs upgrades on systems to ensure longevity.

5. Assesses functional needs to determine specifications for IS purchases, then works with procurement staff to purchase hardware and software.

6. To provide first line Service Desk support to customers, assisting them with hardware and software problems via phone, email or fax. Duties including but not limited to;

7. Field incoming help requests from end users in local and remote locations in a courteous manner

8. Maintain technical problem history through a ticketing system

9. Maintain knowledge of local network policies, practices, security measures and control documentation.

10. Assist in preparing, revising and maintaining procedures and documentation.

11. Deliver training on the operations and functionality if various applications, printers, and systems.

12. Participate in special projects as requested.

13. Provide input to IT Service Management Processes including but not limited to; Service Desk, Service Requests, Knowledgebase and Problem Management.

14. To allocate more sophisticated calls to the relevant IT Support member.

15. To arrange for external technical support where problems cannot be resolved in house.

STAFF PLANNING
16. Act as a point of contact between external service providers and clients on a day-to-day basis as well as act as the focal point for reporting incidents and making service requests.

SUPPORT-BUSINESS LIAISON
17. Manage, resolve and/or escalate areas of conflict with cross-functional issues.

18. Follow up with internal support providers and third party service providers until issues are resolved.

19. Understand the user community’s business processes; recommend improvements and implement standard methodologies.

20. ASSIST TIER 2/3 SUPPORT TEAMS WITH END-USER ISSUES

QUALIFICATIONS:

Education: A degree in Information Systems related studies or equivalent work experience. 

Preference will be given to applicants who possess certifications in one or more of the following areas or demonstrate an equivalent work experience:

-  Post-Secondary education

-  MCP, A+, Networking Fundamentals or MCSE certification would be desirable. 

-  ITIL foundations certification is a plus

EXPERIENCE: 

-  Years of Experience: 2-4 years Information Technology Experience

-  Previous experience within a corporate office technology 

-  Thorough understanding of Windows and Microsoft Office Suite. Knowledge of Macintosh OS is a plus

-  Must be familiar with all components of Laptops, Desktops, able to replace peripheral components and perform upgrades and repairs to legacy systems.

-  Monitoring of third party service providers and evaluation of outsourced IT support service offering. 

-  Extensive experience an Incident Management system is a must.

-  Knowledge of PC hardware technology and remote diagnostics tools is necessary 

-  Familiarity with remote tools such as SMS or SCCM, Remote Assistance, and Remote Desktop. 

-Knowledge: Good knowledge of IT industry trends and software/hardware technologies. The applicant should demonstrate an understanding of IT Service Management (ITIL) processes and must understand customer satisfaction measurement and quality assurance requirements in delivering IT services. Strong abilities to read, build and interpret technical documents are vital.

Key Competencies (Skills, Knowledge, Personal Attributes)

Knowledge: Good knowledge of IT industry trends and software/hardware technologies. The applicant should demonstrate an understanding of IT Service Management (ITIL) processes and must understand customer satisfaction measurement and quality assurance requirements in delivering IT services. Strong abilities to read, create, interpret technical documents are necessary.

Skills/Abilities: The Service Desk Analyst must be able to handle working in a fast paced, potentially high pressure and stressful environment while demonstrating the ability to multitask. Must be organized in tasks and demonstrate the ability to see projects through to successful completion. Must be able to manage multiple, high priority tasks.  The successful candidate must be able to perform effectively and confidently with all levels of personnel to ensure timely delivery of services.  Excellent customer service and public contact skills are essential for the role.  Incumbents must demonstrate professional and empathetic behavior in the resolution of both routine and complex customer problems.