Service Desk Analyst

LeverageTek is actively seeking a Desktop and End-User Support Technical Specialist for a 3-month contract with it's Ottawa based customer.

Work Location: Hybrid - 3-4xday week on-site at HQ

Clearance: Enhanced Reliability

Key Tasks

• Perform technical activities and customer services, which includes act as a first point of contact and customer relationship liaison; providing first-level technical support to the end-user community; managing and following up on customer problems etc.
• Review and monitor reported incidents and problems as per standing Desktop & End User Support procedures
• Provide sound technical support and services to end users. Ensure end-user needs are identified, analyzed, and addressed in a timely manner.
• Provide End-User Technical Support & Issue Resolution: Review existing processes and provide basic troubleshooting and resolution for hardware, software, and network-related issues, ensuring minimal downtime and optimal user experience across enterprise environments.
• Maintain User Account & Access Management including a basic understanding of Microsoft Active Directory.
• Assist in the development and execution of standard operating procedures (SOPs) for Desktop & End User Support.
• Contribute to periodic reporting and statistical trending and analysis by providing service-related statistics to the Manager, Desktop & End User Support.
• Build and foster relationships with corporate end-users, understand their needs and identify service improvement opportunities.
• Participate in meetings within other divisions and represent the Desktop & End User support team as required.

Key Qualifications

• Minimum 2-3 years experience in providing technical support and associated services to corporate users. This includes experience providing onsite / desk side support within corporate end-user environments.
• Strong background and experience with Microsoft Office suite & Google Workspace technology environments. This includes experience with end-user device management, including configuration and support: Windows, MacOS, iOS, Android etc.
• Experience with Microsoft Active Directory. There will be a requirement to perform basic AD duties and tasks.

Other Qualifications

• Basic IP networking knowledge & experience.
• Experience with incident and service ticket request management systems (ServiceNow preferred)
• Ability to execute, improve, create and document Desktop & End User Support processes and procedures.

About LeverageTek Staffing Solutions

Founded in 2003, LeverageTek provides end-to-end, cross-functional staffing solutions throughout North America. We are a trusted partner to leading private and public sector organizations and experts in talent solutions that create optimal business outcomes.

Don't let our name fool you. Our roots are in technology, but we are also a proven leader in accounting and finance, sales and marketing, human resources, supply chain, and legal talent acquisition. We offer contract and permanent staffing, executive search, talent mapping, management consultancy, and contractor payroll management.

LeverageTek is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our customers, the candidates we represent, and the diverse communities we call home. We do all of this with kindness, empathy, and respect for each other. LeverageTek is committed to employment equity and creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, religion, gender, national origin, age, disability, and marital status.

Accessibility accommodations are available upon request