Service Desk Analyst

Calgary - Canada

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client is a global provider of managed services infrastructure solutions consulting and products. The Company offers end-to-end managed services technology and consulting to enable the digital workplace for enterprise midsize and small business since 1987 Client provides Managed Workplace Services including IT solutions and hardware and software resale integration and support services and has numerous partnerships within the technology space such as HP IBM Cisco Dell Apple Inc Jamf Pro AirWatch and Microsoft.

Position: Service Desk Analyst

Location: Calgary AB

Duration: 12 Months

Job Type: Temporary Assignment

Work Type: Onsite

Language: English

Job Description:

Duties & Responsibilities:

Tier 1 and Tier 2 Support: Acting as the first point of contact for technical issues with a strong emphasis on resolving requests at initial contact and escalating when necessary.
User Lifecycle Management: Managing provisioning and deprovisioning execution including role-based access administration to ensure secure and efficient user transitions.
ServiceNow Ticketing: Utilizing ServiceNow to log track and manage support requests ensuring accurate documentation and timely resolution.
IMAC Coordination: Supporting Install Move Add and Change activities working closely with other IT teams to ensure seamless execution.
Request Triage and Prioritization: Evaluating incoming support tickets to determine urgency assigning priority and coordinating resolution or escalation.
Reporting and Analytics: Producing regular reports on service request volumes resolution metrics and performance trends to support continuous improvement.
Knowledge Base Maintenance: Updating and curating support documentation to ensure it remains accurate relevant and accessible to both users and support staff.
These IT Service Desk (Action Centre) positions are integral to the success of the End User Support Services function helping to ensure that our workforce remains productive supported and equipped with the tools they need to succeed in a fast-paced technology-driven environment.

General Responsibilities:

Provide Tier 1 and Tier 2 technical support with a focus on resolving issues at first contact.
Act as the primary point of contact for all end user support requests.
Maintain accurate and timely documentation of all support interactions in ServiceNow.
Ensure service quality user satisfaction and alignment with IT service standards.
Ensure support services are available according to Action Centre Hours of Operation.

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client is a global provider of managed services infrastructure solutions consulting and products. The Company offers end-to-end...