Job Title:  Service Desk Analyst

Location : Regina, SK

Duration : 8 months Contract

Work Type: Onsite

Job Description:

• Our client is looking for a proven Service Desk Analyst to work in our Service Desk Team.
• This Team is responsible for providing first-level support to employees/contractors, assisting them with hardware, software, and network connectivity problems via phone, email, chat, and self-service portal with a focus on resolving issues at the first point of contact.
• Technical support covers a broad scope of technologies and can include, but is not limited to, such things as password resets, Microsoft Windows issues or questions, assistance with email (Outlook), business application access management or assistance with Microsoft Office.
• This position requires that the individual utilize analytical skills to perform tasks associated with processes such as troubleshooting incidents, fulfilling requests, and coaching the end-user on the use of software.
• Documentation of tasks completed, as well as knowledge captured, is a vital component of the position.
• The Resource will be responsible for following the life cycle of all end-user tickets to ensure resolution/service is provided, and client satisfaction has been achieved.
• This position requires that the individual be a proactive & independent self-starter with the ability to balance, prioritize, and organize multiple tasks.

Typical activities in this role include:

• Providing First Point of Contact technical support for approximately 1,200 internal end-users requiring assistance with information technology requests, issues, and problems via phone, email, chat, and self-service portal, logging the issue in the IT Service Management System.
• Participation in an on-call rotation providing the first point of contact for users and acting as a point of escalation to senior resources and Management during non-business hours.
• Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management.
• Experience working in an environment employing formal processes may be considered an asset.
• Accurately tracking tasks/incidents/requests to resolution, including prioritization and escalation.
• Contributing to and updating the internal knowledge base.
• Experience with formalized knowledge management processes and/or in knowledge engineering will be considered an asset.
• Maintaining a high degree of customer service for all support calls and communications.
• Taking ownership of user problems and being proactive when dealing with customer issues.
• Strong technical troubleshooting and analytical skills are required.
• Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance.
• Responding, as needed, to network, server, and communications problems.
• Creating accurate, timely,y and consistent ticket documentation for any troubleshooting steps performed or information gathered while assisting the end-user.

Ideally, the resource will have:

• Experience providing Technical IT Support to end-users in a corporate Service Desk environment. (Tier 1 support)
• Experience working with formalized ITSM practices such as Incident Management, Request Fulfillment, Knowledge Management, Problem Management, and other IT Operations and Service Delivery processes
• Experience working with and providing front-line support for Windows Desktop platforms (Windows 11 or higher)
• Experience working with and providing front-line support for Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, and OneNote)
• Experience providing front-line support for Line of Business applications
• Professional experience with Active Directory, specifically user and group management.
• Experience with an ITSM ticketing system, particularly Ivanti Cherwell Service Management or ServiceNow IT Service Management.
• Experience with Windows file system access control in an Active Directory integrated environment.
• Hold an ITIL or HDI Certificate or other Service Desk industry certifications (provide number of years with certification and, where available, Candidate and/or Certificate ID Number used to verify the certification)
• Experience utilizing knowledge management principles, resources, and systems
• Worked in an environment employing multi-vendor/contracted resources
• Strong analytical and problem-solving skills with a focus and attention to detail
• Customer Communication Skills/Experience, including verbal and written communications.
• A natural approach to being pro-active and an independent self-starter, being someone who actively occupies their time with relevant work activities, including the identification of service improvement opportunities.
• Proven ability to balance, prioritize, and organize multiple tasks

About GTT

• GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, along with some of the nation’s largest life sciences, biotech, utility, and retail companies across the US and Canada. We look forward to helping you land your next great career opportunity!

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