Service Desk Analyst (Contract)

Requisition Number:
96056 
Service Desk Analyst
Regina, Saskatchewan (on-site)
Duration: 12 months
Start Date: March 2024
About the Company:
Insight Enterprises is a Technology Solutions Provider serving local, national, and international clients in 190 countries. In Canada, Insight has a robust staffing department that specializes in placing talented technical candidates in highly sought-after roles across the country.   
Description:
Our client in the energy sector, located in Regina, is seeking a Service Desk Analyst for a 12-month contract, with a possible extension. The successful candidate will work within the clients Service Desk team and will be responsible for providing first level support on hardware, software, network, email, and portal issues with a focus on solving problems at first point of contact. The resource will be responsible for following the lifecycle of all end-user tickets to ensure resolution and customer satisfaction.
Responsibilities:
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-Providing first point of contact technical support for users requiring assistance with information technology requests, issues and problems via phone, email, and 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.
-Supporting 1,200 (approximately) internal customers
 
Requirements:
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-Bachelor’s Degree or Technical Diploma in Computer Science, Information Systems, engineering, or a related discipline OR 5+ years recent (within the past 10 years) experience working as a member of an IT Service Desk team.
-Experience with Active Directory, specifically user and group management.
-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, Problem Management, and other Service Operation processes.
-Experience working with and providing front line support for Windows Desktop platforms (Windows 10 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.
-Experience with Ivanti Cherwell ITSM
-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.
-Experience utilizing knowledge management principles, resources, and systems.
-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
-Pro-active, independent, self-starter
-Proven ability to balance, prioritize and organize multiple tasks.
-Must be able to participate in on-call rotation (evenings, weekends, statutory holidays).
-Must be available to work onsite in Regina, Saskatchewan.
Note: Please submit your resume detailing all relevant experience and certifications. We thank you for your interest, however, only those selected for interviews will be contacted.
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
Posting Notes:
Regina ||
Saskatchewan (CA-SK) ||
Canada (CA) ||
IT Infrastructure & Support || None
 ||
Remote - Canada ||