Analyst, Service Desk - Toronto, Canada - Aecon Group

Aecon Group

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Build Your Career at Aecon
Aecon is proud to build some of the most impactful infrastructure projects of this generation.

From the roads and transit systems that connect our communities, to the communication networks that link us from coast-to-coast, and the water infrastructure that supplies our businesses and homes.

Our integral work includes constructing the pipelines that join provinces with the energy that fuels the nation, and the airports and ports that connect us all.

Aecon is there, safely and sustainably building the future.

What You'll Do Here:

Reporting to the Service Desk Team Lead, End User Services, this position is responsible for the administration of all incidents and service requests to ensure timely resolution along with providing front-line support to our end-user community.

The Service Desk Analyst will leverage the Information Services team to ensure that customer satisfaction is maintained, service levels are achieved, and quality is not compromised.

This role is a 12-Month Contract with the possibility of an extension.

Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computerrelated technologies
Provide 1st Level Service Desk support to end users on a variety of issues.
Responsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate
Assign requests or incidents to appropriate queues for follow up
Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error
Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining "howto" procedures and knowledgebase articles

What You Bring to the Team:

Excellent oral and written communication skills.
Degree or diploma related to Information Services or equivalent work experience
Familiarity with ITIL Foundations is an asset
Experience with Incident Management, Problem Management, Knowledge Management, Change Management, or Service Level Management is an asset
Ability to clearly communicate technical concepts to nontechnical people.
Excellent customer service skills
Technical knowledge in computer hardware and software configuration
Ability to multitask in a fastpaced environment
Ability to act individually and work together with others as part of a team
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
Must have a working knowledge of Windows 10, MS Office 365 products, Microsoft Exchange, and Active Directory
Understanding of BMC Remedy, Citrix XenApp, SAP, and Microsoft Teams is also an asset
Able to troubleshoot network connectivity, router, access point, and switch issues

- "Can do" attitude