Service Desk Analyst

Department:

Operations / Technology Services

Location:

2235 Sheppard Ave E. Atria II

Status:

Full Time

Posting Date:

2021-03-31T04:00:00Z

Expiry Date:

The primary purpose of the role is to carry out all 1st level Service Desk tasks of taking calls, responding to Service Desk emails from internal and external users and logging / routing tickets (where they cannot be resolved at first touch) for the purpose of resolving incidents and service request for the provision of a Service Desk service for IBC. The role has a significant role in creating and editing user accounts and user permissions for online applications. Secondary purpose is Provide 1nd level over the phone or remote support for desktop, desktop software, printers, fax support. The incidents and service request will initiate from both internal (approx. 275 users) and external clients (40,000 users). The service provision is from 7AM to 7PM Mon-Fri and excluding statutory holidays.

Technical Responsibilities

Provide 1st level support for internal clients for applications (account access issues, permissions, browser issues)
Provide first level phone support for workstation, network, and application issues for internal users
Provide communication channel between the different departments to ensure problem resolution
Provide over the phone 1st level Computer Desktop Support (hardware and software related) –as needed
Log and respond to Service Desk emails and calls from external clients
Provide remote support for staff and all regional offices-as needed
Resolve error messages that indicate both hardware and/or software problems
Troubleshoot network connectivity problems
Deal with issues on hand held devices: Blackberry, iPhone, Android.
Maintain the Service Desk email and ticket queues
Acknowledge and react/support/resolve desktop related Cyber Security alerts and reported threats and incidents per the Incident Management process

Qualifications

Education, Training & Experience

2-3 years in a similar position proving telephone, email and remote support. Strong customer focus. Communicate and support customers/users effectively in English (French a bonus).
2-3 years Level 1 technical support experience Windows 10, Edge/IE/Chrome browser, network and logon connectivity, MS Office, Common off the shelf application (e.g. Acrobat), MS Teams (bonus)
2-3 years experience working with industry standard Service Desk software and a remote desktop tool: call logging, routing and resolution procedures
2-3 years experience supporting online business applications for creating and maintaining user access for a large user base (10,000 plus users).
Microsoft certification, ITIL or similar accreditation a bonus
Strong troubleshooting experience with users to be able to understand and document the problem, adding and maintaining user access to applications, following Strong knowledge from a user’s perspective of Microsoft 10 OS, Desktop software - MS Office,

Skills and Attributes

Excellent verbal and written communication skills
Understanding and commitment to quality service and best practice
Flexible, adaptable and responsive to change
Willingness to learn and adapt
Good customer service skills

Please send résumé to:

Human Resources Department
Contact: Azan Khan
Email: careers@ibc.ca

This position qualifies under the Employee Referral Program.

IBC is an equal opportunity employer.

IBC is committed to providing reasonable accommodation for people with disabilities. Applicants need to make their needs known in advance