Log In
Sign Up
Our Client, one of the largest banks in the word, is seeking a Service Desk Analyst for a 1 year contract. In this role, you will be responsible for enhancing the end-user experience by providing front-line technical support services while working with a diverse team.
Primary Accountabilities
Customer Service:
- Courteously respond to all support requests through the various channels of support including voice, email, and Teams chat.
- Interact effectively with users at all organizational levels.
- Identify, analyze, and monitor Incidents and Service Requests to ensure timely resolution.
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
- Preparing training manuals and FAQ materials for easy-access end-user guidance.
- Provide technical training to individuals and departments if required.
Hardware And Software Support
- Image and deploy Desktops, Laptops Mobile Phones, and Computer Peripherals.
- Provide technical assistance to staff by diagnosing, researching, and troubleshooting technology-related issues.
- Track IT assets using CMDB (Configuration Management Database).
- Keeps Inventory Storage rooms correctly labeled and clean and supports disposal of equipment IT.
- Making recommendations to optimize IT performance and prevent future problems.
Amazon Web Services
- Knowledge of core AWS concepts, services, terminology, and security concepts.
- Technical specialist with experience working with Amazon Web Services.
- Amazon Virtual Private Cloud (Amazon VPC)
- Experience with cloud migration initiatives.
- Working knowledge of networking and security skills.
- Working knowledge of tools used in the AWS environment, such as Ansible, Chef, Docker, and Jenkins, among other tools necessary for application building and deployment.
Service Management
- Collect, Log, categorize, prioritize Service Requests, Incidents and provide solutions to all requests within the agreed SLAs.
- Monitors Service Now for tickets assigned to the Service Desk queue and processes IT Requests & Incidents based on priority and SLA.
- Maintain thorough knowledge of Incident Management processes and procedures for applications and systems access to quickly resolve issues.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
Technical Skills
- In-depth and current knowledge of computer programs and hardware.
- Microsoft Windows 10, MS Office Suite, ServiceNow, or other ticketing software. Active Directory, working Microsoft Server knowledge.
- Utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems.
- Amazon Web Services experience is an asset.
- Microsoft Azure experience is an asset.
- PowerShell, Python, JavaScript, or other scripting language an asset.
Experience Required: (include minimum years of experience, knowledge, etc.)
- 1-3 years of experience in a progressive IT help desk/support role.
- Advanced collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
- Experience using Service Now ticketing system and help desk role working in a high-pressure environment is preferred.
- ITIL foundations certification preferred.
- Industry certifications in desktop administration or related areas could be an added advantage.
- Experience and strong knowledge of help desk metrics including SLAs and SLOs
Apply directly or send resume to jason@itsglobal.ca
