IT Support Analyst, La Ronge

You will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. You will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA with your excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations.

Responsibilities

• Act as first line of contact for our clients via all communication channels.
• Ensure all calls are logged and detailed in Incident Management ticketing system.
• Monitor incident management queue, providing the appropriate categorization and responding within SLA.
• Ensure tickets contain clear and concise details of issues
• Undertake first line diagnostics at first contact to determine and resolve general issues.
• Provide excellent customer service to callers by engaging customers according to training, policies & expectations of the company
• Applies exceptional teamwork practices at all times.
• Strong interpersonal skills in order to work with all client skill levels
• Provide support and train staff on new software and procedures
• Assist in all aspects of support where deemed necessary.
• Understand and comply with security and support policies and procedures.
• Create Knowledge Base Articles
• Manage all types of devices in a business environment
• Perform or assist in user online support and end user group support.

After Hours

Provide afterhours, on-call support for all clients when scheduled. On-call expectations for all Support personnel are as follows :

Requirements

Qualifications

Working Conditions

We are an equal opportunity employer committed to an inclusive work environment. An equitable and accessible recruitment process is a key part of our approach. Please let us know if we can offer accommodations for you in the recruitment process or if you have feedback on how to make our recruiting more accessible.

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