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City / Ville Edmonton
Province Alberta [AB]
Title / Titre +Service Desk and Worksite Support Analyst
Job ID 13135
Position Overview
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 Contract
Date Added 11/5/2013
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