Service Desk Analyst

What is the Opportunity?

Reporting to the Service Desk Team Lead, the Service Desk Analyst 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

What You'll Do Here:

• Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Provide first 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
• Responsible to log a ticket for any IS issues received via walk-in, phone, or e-mail in Aecon’s Service Management Tool (BMC Remedy)
• 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 “how-to” 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 non-technical people.
• Excellent customer service skills
• Technical knowledge in computer hardware and software configuration
• Ability to multi-task in a fast-paced 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
• Ability to speak multiple languages considered an asset
• “Can do” attitude