Service Desk Analyst - On site

Reporting to the Client Services Coordinator, the Service Desk Analyst provides tier 1 and occasional tier 2
support to end users, ensuring a high degree of customer satisfaction regarding member expectations and service
level commitments. The role is highly customer focused, and is responsible for providing training, repair, advice,
and support to units in the areas of installation, configuration and end-user problem resolution of technical
issues.

Advantages
PHYSICAL/MENTAL DEMANDS
• Lifting, carrying, replacing/installing equipment weighing up to 33 lbs (computers, printers, monitors, etc.).
• Requirement to work in awkward physical positions when conducting repairs or installations (under desks,
in data closet, etc.).
• May require periods of standing beyond one hour while troubleshooting.
• Significant periods of visual concentration and/or mental effort.
WORKING CONDITIONS
• Exposure to dust, dirt, grease, or oil.
• Work is performed in uncomfortable or tight spaces at times.
• Exposure to loud or disruptive noise.
• Exposure to emotionally sensitive situations.
• Exposure to disturbing visual, auditory, or written content.
• Work is subject to multiple and/or simultaneous deadlines and urgent requests.
• Travel within the client's Region as needed.
• Core schedule is 40 hours per week, with flexibility to meet needs outside of regular business hours and/or
be on standby for after-hours problem resolution as operationally required.

Responsibilities
MAJOR RESPONSIBILITIES
1. Provide courteous, professional and timely technical support and guidance for tier 1, and common tier 2,
issues according to established and agreed to Service Level commitments and targets.
2. Record, document and maintain subsequent updates of all technical service requests in the Incident
Monitor Service Management application. Determine the scope of the service request ensuring all relevant
data is collected and accurate. Escalate according to established Service Management procedures and
guidelines as required.
3. Investigate and research technical issues; analyze/troubleshoot software/hardware/network issues to
provide support/solutions/recommendations to all end users throughout NRPS organization; seek the aid of
technical staff, procedural manuals and reference books as necessary.
4. Research/develop/test/implement software/hardware solutions and ensure compatibility and usability
within operating system specifications, NRPS guidelines, end user preference and management approval.
5. Co-ordinate problem resolutions as they occur; escalate to others including the Client Services Coordinator
to delegate to other Technology Services members for resolution as required.
6. Provide assistance to members in relation to equipment failures and software problems and offer support
or training to users in other Units as needed.
7. Assist in the development of lesson plans and knowledge base articles/Tips and Tricks for use in training in
computer-related functions and applications.
8. Responsible for inventory management of all hardware/software.
9. Required to work across a variety of shift patterns including nights and possibly weekends.
10. Perform other duties as required in accordance with job responsibilities and Technology Services objectives
(including scheduled and emergency tasks beyond standard business hours).

Qualifications
JOB SPECIFICATIONS (Required Education, Experience, etc.)
This position description is intended to describe the general level and nature of the position and is not an exhaustive list of all tasks assigned in
the performance of the position.
• Minimum two (2) year Community College Diploma in a related field (e.g., Computer Technology, etc.) plus
two (2) years of relevant pre-job experience, or an equivalent combination of relevant education and
experience.
• Microsoft 365 Certified: Modern Desktop Administrator Associate or similar is considered an asset (e.g.,
CompTIA Network+, CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), Microsoft
Office Specialist 2016 Master, IT Help Desk Professional etc.).
• Knowledge of current operating systems such as Windows 7 and Windows 10, Windows Server and LAN,
WAN networks. Working knowledge of Microsoft Office automation software.
• Excellent problem-solving, analytical, technical skills.
• Working knowledge of internal NRPS systems (RMS, CAD, eJust, Comnetix, etc.) is an asset.
• Working knowledge of current standard spreadsheet, database and word processing applications.
• Working knowledge of computer hardware (e.g., laptop, desktop, servers, printers, etc.) and related
software.
• Demonstrated customer service and telephone support skills; experience supporting a large customer base
in a busy Service Desk environment.
• Superior verbal and written communication skills; ability to explain technical matters in non-technical
terms.
• Strong organizational, multi-tasking and time management skills.
• Ability to work independently and as part of a team.
• Valid class “G” driver’s license.

Summary
PHYSICAL/MENTAL DEMANDS
• Lifting, carrying, replacing/installing equipment weighing up to 33 lbs (computers, printers, monitors, etc.).
• Requirement to work in awkward physical positions when conducting repairs or installations (under desks,
in data closet, etc.).
• May require periods of standing beyond one hour while troubleshooting.
• Significant periods of visual concentration and/or mental effort.
WORKING CONDITIONS
• Exposure to dust, dirt, grease, or oil.
• Work is performed in uncomfortable or tight spaces at times.
• Exposure to loud or disruptive noise.
• Exposure to emotionally sensitive situations.
• Exposure to disturbing visual, auditory, or written content.
• Work is subject to multiple and/or simultaneous deadlines and urgent requests.
• Travel within the client's Region as needed.
• Core schedule is 40 hours per week, with flexibility to meet needs outside of regular business hours and/or
be on standby for after-hours problem resolution as operationally required.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.