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Organization Overview
Canexus is a chemical manufacturing and handling company serving customers for more than half a century. We pride ourselves on efficient low-cost operations, strategic growth, quality service and a commitment to Responsible Care® through safe, sustainable operating practices. Canexus produces sodium chlorate and chlor-alkali products largely for the pulp and paper and water treatment industries. We also provide fee-for-service hydrocarbon transloading services to the oil and gas industry.
Title Help Desk Analyst
Position Overview
Canexus is headquartered in Calgary, AB and is one of the world’s largest producers of sodium chlorate, used as an environmentally-preferred bleaching agent in the pulp and paper industry; we also produce chlor-alkali products for a variety of market applications. Canexus Calgary is currently seeking:
 

HELP DESK ANALYST

 

Part of a team responsible for the day to day operation of the Canexus Help Desk.  Provide prompt and appropriate support to customers as required. 

 

Responsibilities

 

  • Responsible for the day-to-day operation of the Help Desk:
  • Create, maintain, and update Help Desk Process Documentation (EWP, daily tickets, etc.)
  • Actively contribute to on-going process improvement
  • Ensure that IT staff are effectively utilize the companies ticketing system
  • Generate Help Desk reports (statistics and metrics) as required
  • Generate and issue IT communications to Canexus employees (outages, system upgrades, etc.)
  • Support customers by providing access and services:
  • Install, remove and troubleshoot software and conduct root cause analysis
  • Resolve tickets within capabilities (HD, DT, Intel, Telephony, etc.), or escalating tickets to the applicable internal IT resource/group
  • Provide Telephony services (set up phones, voicemail, using ShoreTel phone system.
  • Oversee all EWP’s of user-related requests through to completion (new hires, terminations, contract extensions, etc.)
  • Administer the following solution/application:
  • RSA / SecurID – dual factor authentication
  • Create Lotus Notes ID’s
  • Edit webpages on the company intranet (The Core) (IT News, Outages & Help pages)
  • Regularly monitor and update Lotus Notes databases (DSCR & DNIR)
  • Complete SOX assertions for assigned areas as required (monthly, quarterly and annually)
  • Support all Calgary corporate office printers (toner changes, waste bin replacements, replenish staples, etc.)
  • Liaise with appropriate service providers as required (Xerox, etc.)
  • Source out cost of non-standard equipment for end-users.
  • Undertake Help Desk projects as assigned by Manager, IT Infrastructure

 Requirements
 
  • Degree or diploma in Computer Science or related area (an equivalent combination of education and experience may be considered)
  • 3-5 years’ Help Desk / Service Desk experience
  • Experience in call ticketing system(s) would be an asset
  • Self-directed individual
  • Proactive in identifying issues and finding creative solutions
  • Well organized with the ability to prioritize work to meet customer needs
  • Ability to manage and deliver on multiple tasks
  • Dedicated commitment to customer service
  • Strong telephone, written and verbal communication skills
  • Excellent interpersonal skills with the ability to work well within a team
  • Willingness to travel to other Canexus locations as required
  • Willingness to constantly upgrade service and technical skills
  • Ability to speak French and/or Portuguese would be considered an asset
 
Canexus offers a competitive total compensation package. We wish to thank all candidates for their interest, however only those being considered further will be contacted. www.canexus.ca
 
Date Added 11/8/2013
Branch/Location Office Head Office
City Calgary
Province/State Alberta [AB]
Country Canada [CA]
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