Sr. Service Desk Analyst
- Winnipeg, MB
- Contract
- Full-time
- Receive, record, classify, route, prioritize, resolve, and close all incoming IT related support tickets, automated system alerts, and service requests within prescribed time limits.
- Assist end users with software applications, file accesses and hardware support
- Image and prepare new workstations for deployment
- Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents; recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.
- Escalate and route Tier II or III support calls tickets to appropriate team members, based on impact, urgency and prescribed priorities and resolution times
- Follow up on all resolved incidents to ensure customer satisfaction
- Assist with communication of site failures and outages
- Create and modify operational procedures as required
- Monitor systems and network parameters
- Assist with a quarterly systems access audit
- Modify and delete accounts for all assigned systems
- Manage new administration accounts for all assigned systems. (Such as, AD and Exchange accounts, VoIP configuration for desktop phones, room booking, secure link and admin for various systems).
- University Degree or College Diploma and or other education, certifications and experience
- 5 years previous service desk or technical support role.
- 5 years of customer service experience
- Experience at monitoring and providing Tier I support level
- Knowledge of various technologies and troubleshooting techniques
- Knowledge of Microsoft Windows and Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM
- Excellent written and verbal communication skills
- Valid Manitoba Class 5 Drivers license