Technology Service Desk Analyst - Ottawa, Canada - Oomple

Oomple

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requirements:

2+ years postsecondary program including completion of computer technology courses. Having a college diploma or university degree in the field of computer science or a related field would be considered an asset.
5+ year of work experience in a Service Desk or Help Desk environment
Must be eligible for enhanced reliability status.
ITIL V3/V4 Certificate (an asset)

Bilingual

French & English
Proven technical administration experience in:
Windows 10 and MAC OS
Office 2010/2016 and O36
Active Directory (ActiveRoles Server)
Exchange and SharePoint
OneDrive
Microsoft Teams, WebEx

Mobile OS

Apple IOS and Android
ServiceNow, Cherwell, Service Manager, Remedy

Other Skills Required:

Exceptional customer service and interpersonal skills, with a focus on rapportbuilding
Create and maintain Knowledge Base articles for endusers and the 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

Responsibilities:

Daily usage of Service Desk Tool following best practices e.g., resolution steps, and recommendations to users.
Providing technical support for Microsoft Office, CRM, ERP and telephone systems.
Running reports to analyze common enduser problems.
Provide educational and support information for the company's 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 of 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

Take the next step in your career,
APPLY for this position now.

Job Type:
Fixed term contract

Contract length: 12 months

Salary:
From $40.00 per hour

Schedule:

8 hour shift

Application question(s):

How many years of experience do you have in a Service Desk or Help Desk environment?
To ensure compliance with the requirement to be eligible for Enhanced Reliability status, could you please confirm that you have been living in Canada for a minimum period of 5 years?
Are you available to work onsite in Ottawa from 8 pm to 4 am?
Do you speak French?

Work Location:
In person