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Job Details / Détails du poste
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City / Ville Edmonton
Province Alberta [AB]
Title / Titre +Service Desk and Worksite Support Analyst
Job ID 13135
Position Overview / Vue d’ensemble du poste
 
Our Edmonton client requires Service Desk and Worksite Support Analysts for upcoming projects.
 
 
 
Service Desk and Worksite Support Analyst 
 
The responsibilities for a Service Desk / Desk Side Analyst may include any or all of the following activities:
 
  • Diagnose and troubleshoot customer problems with desktop hardware and software installations via telephone and/or remote tools or site visits when required;
  • Provide front-line telephone support (Tier 1) and/or onsite support (Tier 2) as required;
  • Perform new desktop hardware installations, upgrades, and maintenance as required;
  • Assist in the planning of software and hardware upgrades;
  • Use helpdesk administration software (BMC Remedy ITSM Tool) to log problems, requests, issues, concerns, errors and document their resolution;
  • Provide service within established policies, procedures, standards, guidelines and practices;
  • Provide service and support for applications and functions unique to the worksite/business unit;
  • Assist clients and provide coaching on new/existing hardware and software
  • Creation of reports from SMS or other databases for management of workstation devices;
  • Status reporting and other duties as required;
  • Develop and maintain documentation as required
 
 
Mandatory Requirements:
 
  • Three years of experience as a Service Desk and Worksite Support Analyst.
  • IT related Degree, Diploma or Certificate
  • Technical experience working with Windows
  • Technical experience with Microsoft Office, including MS Outlook
  • Technical experience working with Internet Explorer
  • Technical experience working with Intel-based PCs
  • Technical experience with Intel-based laptops
  • Technical experience with networked printers
  • Technical experience with personal handheld devices, including Blackberry, iOS (Apple) and Android based smartphones
  • Experience in troubleshooting and problem resolution for software and hardware issues
  • Experience providing technical support stand-by (evenings and weekends).
  • Experience in an adaptive and rapidly changing IT environment.
  • Experience in the public sector
  • Experience working in the GoA Domain environment or an environment of similar size and complexity 
Job Type / Type d’emploi Contract / Contractuel
Date Added / Date ajoutée 11/5/2013
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