Visionpool Business Services is hiring a Service Desk Analyst who would be responsible for providing first level support to employees/contractors, assisting them with hardware and software problems via phone, email, and portal with a focus on resolving issues at first point of contact. THIS OPPORTUNITY IS LOCATED 100% ONSITE IN REGINA, SK

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Responsibilities:

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Providing first point of contact technical support for users requiring assistance with information technology issues and problems via phone, email, and portal logging the issue in the incident management system
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Participation in an on-call rotation providing first point of contact for users and act as point of escalation to senior resources during non-business hours
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Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management
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Accurately tracking tasks/incidents to resolution, including prioritization and escalation. e) Contributing to and updating the internal knowledge base
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Maintaining a high degree of customer service for all support calls and communications
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Taking ownership of user problems and be proactive when dealing with customer issues
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Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance
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Responding, as needed, to network, server and communications problems
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Qualifications:

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Degree or Technical Diploma in Computer Science or Information Systems
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Minimum 3 years experience providing technical IT support to end user
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Demonstrated experience with Active Directory, specifically user and group management
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Ability to work on call rotation
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Demonstrated experience with formalized ITSM practices such as Incident Management, Request Fulfillment or Problem Management
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Demonstrated experience providing support to Window 10 or higher Desktop platforms
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Demonstrated experience providing Microsoft 365 support <meta />
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Visionpool Business Services is hiring a Service Desk Analyst who would be responsible for providing first level support to employees/contractors, assisting them with hardware and software problems via phone, email, and portal with a focus on resolving issues at first point of contact. THIS OPPORTUNITY IS LOCATED 100% ONSITE IN REGINA, SK
\n\n\t

\n\n\t
Responsibilities:
\n\t
\n\t
Providing first point of contact technical support for users requiring assistance with information technology issues and problems via phone, email, and portal logging the issue in the incident management system
\n\t
\n\t
Participation in an on-call rotation providing first point of contact for users and act as point of escalation to senior resources during non-business hours
\n\t
\n\t
Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management
\n\t
\n\t
Accurately tracking tasks/incidents to resolution, including prioritization and escalation. e) Contributing to and updating the internal knowledge base
\n\t
\n\t
Maintaining a high degree of customer service for all support calls and communications
\n\t
\n\t
Taking ownership of user problems and be proactive when dealing with customer issues
\n\t
\n\t
Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance
\n\t
\n\t
Responding, as needed, to network, server and communications problems
\n\t
\n\t
Degree or Technical Diploma in Computer Science or Information Systems
\n\t
\n\t
Minimum 3 years experience providing technical IT support to end user
\n\t
\n\t
Demonstrated experience with Active Directory, specifically user and group management
\n\t
\n\t
Ability to work on call rotation
\n\t
\n\t
Demonstrated experience with formalized ITSM practices such as Incident Management, Request Fulfillment or Problem Management
\n\t
\n\t
Demonstrated experience providing support to Window 10 or higher Desktop platforms
\n\t
\n\t
Demonstrated experience providing Microsoft 365 support
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Qualifications:
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