IT Analyst, Global Techbar
IT Analyst, Global Techbar
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Job Description
CPP Investments is recruiting for a full time Analyst Techbar in the Technology & Operations group. This position provides hands-on technical support addressing all problems ensuring delivery of consistent quality customer service across the whole organization. This position also focuses on building maintaining and enhancing customer relationships to help understand the needs of staff and position both team and departmental response.
As a Global Techbar IT Analyst you will leverage advanced technologies and industry best practices to manage and resolve all assigned tickets provide desktop support manage IT assets and contribute to project delivery. Your job is essential in ensuring seamless IT operations and exceptional Quality of Service. You will aim to resolve incidents and request tickets within 24 hours maintain proactive follow-up with clients and utilize cutting-edge tools and methodologies to enhance service efficiency and client satisfaction.
Accountabilities:
- Provide support through various channels including phone self-service portal chat and walk-ins ensuring a seamless and consistent customer experience.
- Oversee the entire lifecycle of IT assets from procurement to disposal ensuring accurate tracking and documentation.
- Utilize automated systems for real-time tracking of IT assets reducing manual errors and improving inventory accuracy.
- Maintain and update an internal & end user knowledge base ensuring it is comprehensive accurate and easily accessible to all team members as well as end users.
- Conduct regular training sessions and workshops to enhance the technical proficiency of the team as well as end users to promote continuous learning and drive a reduction in ticket demand for Techbar.
- Streamline user setups changes and deactivations in Active Directory O365 and other systems ensuring a smooth onboarding and offboarding process.
- Support remote and hybrid work environments by managing virtual desktop infrastructure (VDI) and ensuring seamless user experiences across different workspaces.
- Coordinate and participate in user desk moves utilizing automated scheduling tools to minimize disruption and ensure efficient relocations.
- Develop and maintain self-service portals and resources to empower users to resolve common issues independently.
- Manage incidents and service requests effectively ensuring all relevant information is captured accurately in the ticketing tool.
Qualifications :
- Undergraduate degree or college diploma in Computer Science Information Technology or a related field.
- Relevant certifications such as ITIL CompTIA A or Microsoft Certified: Modern Desktop Administrator Associate.
- Proven experience in software and hardware asset management including the use of asset management tools and workflows.
- Proficiency in imaging software such as SCCM Altiris or similar tools.
- Experience with Microsoft Active Directory O365 suite (Exchange Online Teams OneDrive Intune) mobile device management VPN/network configurations and various end-user software.
- Strong access management skills including Active Directory and folder permissions.
- Solid experience with ITSM tools preferably ServiceNow for managing incidents service requests and change management.
- Advanced skills in Excel including pivot tables VLOOKUPs charts and data analytics.
Additional Information :
Visit our LinkedIn Career Page or Follow us on LinkedIn. #LI-KE1 #LI-Onsite
At CPP Investments we are committed to diversity and equitable access to employment opportunities based on ability.
We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.
Our Commitment to Inclusion and Diversity:
In addition to being dedicated to building a workforce that reflects diverse talent we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials accessible meeting rooms etc.) please let us know and we will work with you to meet your needs.
Disclaimer:
CPP Investments does not accept resumes from employment placement agencies head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral placement or other fee for the supply of such unsolicited resumes or information.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
