Senior Service Desk Analyst

• Job Title: Senior Service Desk Analyst (Contract)
• Requisition #: 24-0550
• Location: Various
• Department: IT Services
• Payband: I
• Starting Rate: $38.01
• Payband Range: $38.01 - $44.05
• Hours/Week: 37.5 hours/week
• Posting Date: Wednesday, June 12, 2024
• Closing Date: Thursday, June 20, 2024 at 11:59 PM EST
• Vacancy Type: Support Staff - Full-time Temporary Appendix D Contract
• Description:

Support Staff Full-time Appendix D Contract Position (August 5, 2024 -September 2, 2025) The Senior Service Desk Analyst will provide support for incident resolution and request fulfilment that is customer focused on the delivery of service excellence and continual service improvement which is aligned with Information Technology Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) practices. Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will work out of Conestoga College’s Kitchener/Cambridge campuses with five days on-site from 10:00am-6:00pm. Responsibilities Service Delivery Operations

• Providing customer service and support via phone, email, chat, instant messaging, or in-person to users who need help with their technology, applications, printers / multi-function devices, or mobile devices, including repair or replacement
• Identifying and escalating critical issues to Level 3 technical support and/or management
• Working collaboratively with Level 3 technical support to identify and resolve complex issues
• Monitoring incoming ticket volume activity to identify potential security breaches, system failures or trending issues
• Identify, research, and resolve technical problems while providing exceptional customer service
• Providing support for new technology implementations by testing software, hardware and installing updates. Includes maintaining software images for computer labs and staff devices and making technology and application recommendations.
• Resolve any incoming telephone, email or in-person requests for assistance, documenting the incident information, diagnosing, and resolving the customer incident
• Act as escalation point for other Service Delivery Analysts and customers
• Fulfills function of Service Outage lead and facilitator for service outages, initiates and coordinates outage communications, conference calls and any additional functions as needed by the outage technical leads

Co-ordination of Service Delivery Activities

• Advise Service Delivery Analysts and Work Study Students and assist in training and orientation of new staff
• Co-ordination of the day-to-day work activities of the Service Delivery team while working with the Service Delivery Manager in provision of services and support
• With the Service Delivery Manager, assist with the development of staff in terms of skills, knowledge, and technical capabilities of the team
• With the Service Delivery Manager, identify opportunities for improvement in processes for service delivery and support for the overall customer experience for students, faculty and staff
• In co-ordination with the Service Delivery Manager, reviews the overall services and support provided by the Service Delivery ensuring an effective and coordinated set of processes are developed and maintained
• Perform quality checks to ensure that all incidents have been correctly categorized, prioritized, and escalated and that all complaints are responsibly and professionally resolved
• Working with various vendors and suppliers on technology & application requirements as well as working through hardware technology replacement/refresh and vendor warranty/RMA processes

Training and Project Management

• Participating in end user training sessions to ensure that users can use new technologies effectively
• Effectively identifies and communicates trends, knowledge base article updates, troubleshooting tips, etc. to the Service Delivery, Incident Management, Change Management, Asset Management, leadership, and cross functional teams
• Facilitate the optimum function of the Service Delivery by providing the most efficient customer service to its users and demonstrate knowledge and understanding of project specific procedures and requirements

Qualifications

• Two-year diploma in an Information Technology or Electronics Engineering field of study is required
• Five Years of previous technical customer service and support experience on a Service Delivery/Desk team is required
• Previous IT Service Delivery experience preferred
• Experience installing and troubleshooting common software and technology faults
• Demonstrated ability to work with Microsoft Active Directory, Azure, Windows desktop and server, Microsoft Office 365, Unix/Linux and commonly used programming languages, as well as Internet and Website preparation
• Excellent communication, organizational, customer service and interpersonal skills
• Ability to work independently and as part of a team
• Thorough knowledge of computer hardware and peripherals and a competent knowledge of network protocols and topologies is needed (i.e. TCP/IP)
• A+, Network+, ITIL or ITSM and/or Customer Service training / certification is considered an asset
• Working knowledge of desktop/laptop computers, AV devices, network equipment.
• Working knowledge of Microsoft, Apple and Android operating systems.
• Working knowledge of ITSM software and associated applications / modules.
• Working knowledge of data communication concepts and protocols
• Strong foundational knowledge and developed skills in scripting languages such as PowerShell
• Working knowledge of Web Developer skills such as back-end basics

Apply Now Apply to this requisition | Print this requisition Conestoga College is a leader in polytechnic education. Our career-focused education, training, and applied research programs prepare students for success, support industry, and workforce needs and promote economic prosperity throughout our region and across Ontario. We thank all applicants but only those selected for an interview will be contacted. Conestoga College is committed to workplace diversity and provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources via the Contact page.