Service Desk Analyst

Eagle is currently seeking a Service Desk Analyst for a three (3) month contract opportunity, scheduled to begin immediately.

Key Responsibilities

The successful candidate will be responsible for:
  • Providing first-level contact and problem resolution for all users with hardware, software, and applications problems;
  • Resolving as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases;
  • Escalating problems as appropriate and acting as a liaison between customers and internal support staff to assure accurate problem interpretation while maintaining communication with customers during the problem resolution process;
  • Professionally responding and recording all telephone calls, emails, and personnel request for technical support and track/monitor open problems to ensure service level standards are met;
  • Writing knowledge database documents, service desk work around procedures, and updating the system within information on new installs, updates, and contact information;
  • Notifying management of increasing trends, unusual activity, or repeated activity;
  • Providing system training to support teams on problem tickets resolution and end-user training on the self-service portal;
  • Participating with Information Services support teams on daily operational support (reports, account creation, security reviews, etc.);
  • As required, contact Business Managers to gather information required for service fulfillment and submit the service request on their behalf;
  • Ensuring the delivery of optimal results against appropriate performance metrics; and,
  • Ensuring optimal deliverables through effective cross-functional accountability and authority practices (when relevant) within Manager’s context and prescribed limits.
Skills and Qualifications

The qualified candidate must have:
  • Two (2) year Technical Diploma in Computer Systems;
  • Fundamental knowledge of the Service Desk;
  • A minimum of three (3) years’ experience in a technical support environment;
  • General Service Desk analyst skills;
  • Technical writing training;
  • Customer relationship skills, demonstrated responsiveness, analytical thinking, problem solving, and planning skills;
  • Experience in providing support to business users and fellow employees;
  • Good working knowledge of Microsoft Windows, Microsoft Office, Office 365, and basic Active Directory, server, and networking;
  • Experience with remote support for PCs/laptops, mobile devices, printers, and network devices;
  • Experience with Service Now is an asset;
  • Experience within Information Services environment would be considered an asset;
  • Experience within Service Desk environment would be considered an asset;
  • Experience within the Power Generation industry would be an asset;
  • A+, MCSE or MCP designation are an asset;
  • Experience in Java Script is an asset;
  • The ability to be self-motivated, organized, customer focused, detail-oriented, and an excellent communicator;
  • The ability to respond appropriately and communicate effectively to customers and stakeholders;
  • Focus on continuous improvement by paying attention to the processes or elements leading to the completion duties and always looking for ways to improve quality and/or efficiency; and,
  • The ability to be adaptable to duties and deliverables changing in response to Information Services and business needs.
Don’t miss out on this opportunity, apply online today!

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.
  • Posted On: May 19, 2020
  • Job Type: Contract
  • Job ID: 66560
  • Location: Edmonton AB