Service Desk Analyst
Service Desk Analyst
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Job Description
The successful candidate is just starting their career or has 12 years of experience working on an IT Service Desk or support role in IT Operations. The Service Desk Analyst will provide service desk and technical support to staff faculty and students. This role involves responding to support calls on the phone via email in person and using a chat tool.
Responsibilities:
- Serve as the first point of contact providing excellent customer service to individuals seeking technical assistance
- Perform initial troubleshooting to issues related to computer systems software and hardware
- Analyze and diagnose problems reported by individuals
- Provide technical assistance to incoming queries and issues through calls and tickets
- Take accountability to solve issues from start to finish.
- Answer helpdesk direct line and ticketing system log related help requests and route calls to appropriate team member
- Analyze prioritize and escalate requests
- Set up and configure equipment for use and perform proper installation of equipment cables operating system and software
- Create maintain and update technical knowledge base and technical documentation
- Continuous learning of IM services and technologies used
- Ensure policies set in place by the Information Management team are maintained and abided by
- Identify and suggest possible improvements on procedures
- Pass on any feedback or suggestions to the appropriate internal team
- May be asked to occasionally work outside of normal working hours (i.e. weekends evenings)
- Will be required to lift unpack and move equipment (i.e. desktop computers monitors)
Qualifications :
- College diploma computer networking and technical support computer programming or a related field or equivalent combination of education certification and experience .
- Certifications in ITIL Microsoft VMware MS Azure Cyber Security considered an asset
Additional Information :
Closing Date: April 24 2025
Qualified applicants are invited to submit a detailed resume and cover letter.
For further information on The Michener Institute please visit our website at www.michener.
The Michener Institute is publicly funded by the Ministry of health and is a respectful caring and inclusive workplace. We are committed to championing accessibility diversity and equal opportunity.
We offer accommodation for applicants with disabilities during the recruitment process providing the applicant has met the Bonafide requirements for the open position. Applicants need to make their requirements known when contacted.
While we thank all applicants only those selected for an interview will be contacted.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
