Visionpool Business Servies is hiring a Service Desk Analyst to work in a team who is responsible for providing first level support to employees/contractors, assisting them with hardware, software, and network connectivity problems via phone, email, chat and self-service portal with a focus on resolving issues at first point of contact. THIS OPPORTUNITY IS LOCATED IN ONSITE IN REGINA, SK
Typical Responsibilities:

• Providing First Point of Contact technical support for internal end-users requiring assistance with information technology requests, issues and problems via phone, email, chat and self-service portal logging the issue in the IT Service Management System.
• Participation in an on-call rotation providing first point of contact for users and act as point of escalation to senior resources and Management during non-business hours.
• Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management.
• Accurately tracking tasks/incidents/requests to resolution, including prioritization and escalation.
• Contributing to and updating the internal knowledge base. Experience with formalized knowledge management process and/or in knowledge engineering will be considered an asset.
• Maintaining a high degree of customer service for all support calls and communications.
• Taking ownership of user problems and be proactive when dealing with customer issues. Strong technical troubleshooting and analytical skills are required.
• Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance.
• Responding, as needed, to network, server and communications problems.
• Creating accurate, timely and consistent ticket documentation for any troubleshooting steps performed or information gathered while assisting the end-user.

Qualifications:

• Experience providing Technical IT Support to end-users in a corporate Service Desk environment. (Tier 1 support)
• Experience working with formalized ITSM practices such as Incident Management, Request Fulfillment, Knowledge Management, Problem Management and other IT Operation and Service Delivery processes
• Experience working with and providing front line support for Windows Desktop platforms (Windows 11 or higher)
• Experience working with and providing front line support for Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams and One Note)
• Experience providing front line support for Line of Business applications
• Professional experience with Active Directory, specifically user and group management.
• Experience with an ITSM ticketing system, particularly Ivanti Cherwell Service Management or ServiceNow IT Service Management.
• Experience with Windows file system access control in an Active Directory integrated environment.
• Hold an ITIL or HDI Certificate or other Service Desk industry certifications (provide number of years with certification and where available, Candidate and/or Certificate ID Number used to verify the certification)
• Experience utilizing knowledge management principles, resources, and systems
• Experience working in an environment employing formal processes may be considered an asset.
• Worked in an environment employing multi-vendor/contracted resources
• Strong analytical and problem-solving skills with focus and attention to detail
• Customer Communication Skills/Experience, including verbal and written communications.
• A natural approach to being pro-active and an independent self-starter, being someone that actively occupies their time with relevant work activities, including identification of service improvement opportunities.
• Proven ability to balance, prioritize and organize multiple tasks

Only applicants who are shortlisted will be contacted. We sincerely thank all applicants for your interest in Visionpool Business Services