Analyst, Service Desk (12 Months Contract)

Analyst, Service Desk (12 Months Contract)

Job Description Summary

In this role, you will ensure proper operation of all End User Computing technologies. This includes receiving, prioritizing, documenting and actively resolving end user incidents and requests, and escalating incidents appropriately to maintain Service Level Agreements (SLA’s). The IT Service Desk Analyst will provide support remotely and in person where required. Resolution of incidents will involve the use of diagnostic tools and IT Service Management (ITSM) tracking tools. The Analyst will apply proven communication, analytical and problem‑solving skills to identify, communicate, and resolve incidents and provide necessary education on proper use of IT systems.

Position Scope

Operational Management

• Field incoming requests to the Service Desk via telephone, e‑mail, web and in person to ensure courteous, timely and effective resolution ...