Service Desk Analyst

Company: Client

Location: Working from the Client's Winnipeg Buffalo office location

Engagement Period: May 2025 (upon hire) to December 31, 2025, with the possibility of an extension

Working Hours: Requires flexibility working various shifts to accommodate a 7-day/24-hour operation

Client is looking to engage one (1) Service Desk Analyst. This engagement will be effective May 2025 (upon hire) to December 31, 2025, with the possibility of an extension. Candidates must meet the following mandatory requirements to be considered for this role (any responses that do not meet these criteria will be disqualified):

Requirements:

• Minimum five (5) years of experience working as a Service Desk Technician.
• Must be ITIL certified and with demonstrated solid ITIL background.

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 them in a timely manner.
  • Action and close all Tier 1 support calls, including matching to 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 call tickets to appropriate ITS staff, based on impact, urgency, and prescribed priorities and resolution times.
  • Work with licensees, vendors, and suppliers to 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.
  • Assist in setting up personal smartphones 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 peripheral 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.
  • Perform other related duties as assigned.

Required Experience and Skills:

• 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 of 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 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.

Additional Requirements:

• Must have own Windows-based computer with standard Windows applications.
• Must possess own communication device.