Technology Service Desk Analyst Services - Ottawa, Canada - Maplesoft Group
Description
Maplesoft Group is currently seeking a Technology Service Desk Analyst for our Federal Government client.The following responsibilities are associated with the "Statement of Work" but are not
limited to:
Primary Responsibilities
- Daily usage of Service Desk Tool following best practices e.g., resolution steps, recommendations to users.
- Providing technical support for our Microsoft Office, CRM, ERP and telephone systems.
- Performing daily checklist to ensure that all systems are operational.
- Running reports to analyze common end user problems.
- Involvement in various projects for the Infrastructure and End User Service Teams.
- Provide educational and support information for our systems through various mediums
- Build relationships with customers both in person and over the phone
- Contribute to team innovation through ideas for process improvement and efficiency
- Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
- Document all problems and solutions in the Service Desk Tracking System
- Be available to work rotating schedules which include evenings, weekends, and holidays.
- Be available to work rotating schedules which include evenings, weekends, and holidays.
Skills:
Top Skills Required:
- 5+ year work experience in a Service Desk or Help Desk environment
- Bilingual
- French & English
- Proven technical administration experience in:
Office 2010/2016 and O365
Active Directory (ActiveRoles Server)
Exchange and SharePoint
OneDrive
Microsoft Teams, WebEx
Mobile OS - Apple IOS and Android
ServiceNow, Cherwell, Service Manager, Remedy
- ITIL V3/V4 Certificate
Other Skills Required:
- 2+ years postsecondary program including completion of computer technical courses
- Exceptional customer service and interpersonal skills, with a focus on rapportbuilding
- Create and maintain Knowledge Base articles for endusers and Technical team
- Ensure timely resolution or escalation of incidents, and prompt communications of progress to endusers.
- Strong analytical and problemsolving skills
- Related technical experience in an office environment or remotely
- Proven analytical and problemsolving abilities
- Ability to effectively prioritize and execute tasks in a fastpaced environment
- Experience working in a teamoriented, collaborative environment
The consultant will be expected to work collaboratively with staff to ensure the work is completed in a way that ensures maximum knowledge transfer.
Maplesoft Group prides itself on its distinct corporate culture and recognizes that success is a direct reflection of our most valuable asset - our people.
All employment decisions are made based on business needs, job requirements, and individual qualifications.
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