Itss Field Support Analyst - Edmonton, Canada - GFL Environmental

GFL Environmental

Verified Company

Edmonton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Key Responsibilities:

Serves as the IT liaison to regional business unit end users
Provide desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives
Work on assignments that are complex in nature and require judgment, initiative and specialized knowledge to identify, resolve and recommend solutions to problems
Escalate nonresolvable issues to higherlevel teams in a timely manner
Provide support and assistance for Business Unit process systems as required
Create, monitor and enforce policies and procedures
Create, distribute and update knowledge base solutions
Evaluate, design and implement new systems that increase productivity or enhance overall business operations
Integrate technical knowledge and business understanding to resolve problems for customers
Resolve single and cross technology incidents independently
Work with team members to resolve unusually complex or cross technology incidents
Provide technical consulting during implementations and upgrades to production systems
Build and maintain strong relationship up to senior management level within their Business Units in assigned regions
Assist in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements
Establishes and maintains positive and effective work relationships with coworkers, leaders, and customers
Lead Customer Expectation management as part of escalation process
Work on crossteam or large programs/projects and provide direct support to major/complex and strategic initiatives and programs
Travel to other business sites to provide additional support or to attend training sessions
Adheres to departmental standards and ensures appropriate use of information systems
Perform reporting and administrative functions as required

Knowledge, Skills and Competencies:

Graduate degree in Computer Science, Engineering or related discipline with an IT focus
Certifications: A+ Certification and MCSA Certification preferred
5+ years of End User services experience with large teams to support
Ability to manage an organization with a large staff of highly trained IT professionals
Strong analytical, design and development skills including troubleshooting and integration of IT services
Knowledge of existing and emerging hardware and software technologies and IT architectures
Strong problem solving, decision making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problems
Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems
Ability to develop and implement IT policies and governance
Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance with service level commitments
Ability to manage multicultural and multilocated teams
High willingness to drive transformation and service improvement
Strong customer / enduser / client service orientation
Strong relationship building and interpersonal skills
Work experience in a related industry setting is a plus
Work experience at an IT service provider is a plus (managerial and/or delivery level)