Service Desk Analyst

Regina, SK

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

Responsibilities:

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

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

Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management

Accurately tracking tasks/incidents to resolution, including prioritization and escalation. e) Contributing to and updating the internal knowledge base

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

Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance

Responding, as needed, to network, server and communications problems

Qualifications:

Degree or Technical Diploma in Computer Science or Information Systems

Minimum 3 years experience providing technical IT support to end user

Demonstrated experience with Active Directory, specifically user and group management

Ability to work on call rotation

Demonstrated experience with formalized ITSM practices such as Incident Management, Request Fulfillment or Problem Management

Demonstrated experience providing support to Window 10 or higher Desktop platforms

Demonstrated experience providing Microsoft 365 support <meta />

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

Responsibilities:
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
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
Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management
Accurately tracking tasks/incidents to resolution, including prioritization and escalation. e) Contributing to and updating the internal knowledge base
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
Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance
Responding, as needed, to network, server and communications problems
Degree or Technical Diploma in Computer Science or Information Systems
Minimum 3 years experience providing technical IT support to end user
Demonstrated experience with Active Directory, specifically user and group management
Ability to work on call rotation
Demonstrated experience with formalized ITSM practices such as Incident Management, Request Fulfillment or Problem Management
Demonstrated experience providing support to Window 10 or higher Desktop platforms
Demonstrated experience providing Microsoft 365 support
Qualifications: