IT Service Desk Support Analyst

작업 내용

Black Diamond rents and sells modular space solutions and workforce accommodation solutions to customers in Canada, the United States and Australia. In North America, we also provide specialized field rentals to oil and gas industries. We serve diverse sectors including oil and gas, mining, power, construction, engineering, military, government, and education.

Since our humble beginnings as a small operation in 2003, we’ve grown to encompass four separate business units, and earned a world-class reputation, and a track record of over-delivering on promises.

We offer a career, not a job in an environment known for strength, flexibility and brilliance. Like a diamond we look for people who will grow stronger and shine brighter in a fast paced and challenging environment.

We have a full-time position for an IT Service Desk Support Analyst in Calgary, AB.

This position provides IT Support to Black Diamond Group and is primary responsible for desktop and application support. This includes, but is not limited to, performing daily monitoring activities; service checks; handling all first and level support for workstations and office applications; the provisioning of new workstations, peripherals, cell phones and mobile communications devices; asset inventory and desktop documentation; limited system and network administration; interaction with vendors as appropriate; order new desktop or mobile equipment as directed, and other duties that may be assigned by the OSSTe Manager.

The ideal candidate will be tech savvy, with strong troubleshooting and customer service skills. They will be organized and pro-active with the ability to communicate effectively across departments. A degree or diploma in computer science or related is required.

Duties and Responsibilities:

• Manage first and second level IT support role

o Manage, coordinate and resolve incidents as quickly as possible.

o Assist in the resolution of incidents and problems

o Consult with peers on technical issues pertaining to all systems and applications

o Ensure all incidents are logged within Service Desk Incident Management Database

o Audit Incident Management Database to ensure all Incidents are being logged and categorized accurately

o Manage and administer access control security devices with the exception of the firewall.

o Monitor for policy violations and incidents

o Assist with security audits when requested

o Assist with security testing when requested

o Maintain high level of customer satisfaction

• Provide appropriate communications and turnover for long running incidents as needed

o Provide recommendations and assist with actions to improve Service Delivery program as requested

o Act as a liaison between customer, Infrastructure and Applications teams to support them in jointly resolving incidents

o Identify needs related to training, documentation and technical issues

• Assist with communications of service-related policies and information

o Assist with other tasks as directed by the Operations, Support, Security and Technology Management

o There will be an effort to solve the inquiries. If resolution cannot be done remotely, Service Requests and Incidents will be prioritized by this person and will then assign the work to associated 2nd level queues.

o Supports integration and management of Change across the organization.

o Must carry a good image and be able to model integrity.

o Key Role in providing Customer Service and Customer Satisfaction

o Manage first and second level IT support role

• Manage, coordinate and resolve incidents as quickly as possible.

o Assist in the resolution of incidents and problems

o Consult with peers on technical issues pertaining to all systems and applications

o Ensure all incidents are logged within Service Desk Incident Management Database

• Audit Incident Management Database to ensure all Incidents are being logged and categorized accurately

o Manage and administer access control security devices with the exception of the firewall.

o Monitor for policy violations and incidents

o Assist with security audits when requested

o Assist with security testing when requested

o Maintain high level of customer satisfaction

o Provide appropriate communications and turnover for long running incidents as needed

o Provide recommendations and assist with actions to improve Service Delivery program as requested

• Act as a liaison between customer, Infrastructure and Applications teams to support them in jointly resolving incidents

o Identify needs related to training, documentation and technical issues

o Assist with communications of service-related policies and information

o Assist with other tasks as directed by the Operations, Support, Security and Technology Management

• There will be an effort to solve the inquiries. If resolution cannot be done remotely, Service Requests and Incidents will be prioritized by this person and will then assign the work to associated 2nd level queues.

o Supports integration and management of Change across the organization.

o Must carry a good image and be able to model integrity.

o Key Role in providing Customer Service and Customer Satisfaction

o Manage first and second level IT support role

o Manage, coordinate and resolve incidents as quickly as possible.

o Assist in the resolution of incidents and problems

o Consult with peers on technical issues pertaining to all systems and applications

• Ensure all incidents are logged within Service Desk Incident Management Database

o Audit Incident Management Database to ensure all Incidents are being logged and categorized accurately

o Manage and administer access control security devices with the exception of the firewall.

Qualifications:

• Computer Science Degree or diploma with demonstrated experience

• Minimum 2 years supporting networks, storage, computers and peripherals

• A passion for computers

• Must be a quick learner

• Must adhere to process and guidelines

• Must have a customer first attitude and excellent communications skills

• Must be fluent in English both oral and written

For more information, please visit www.BlackDiamondGroup.com

We are an Equal Opportunity Employer

At Black Diamond, our value of respect in the workplace is founded on seeing diversity as a strength, being inclusive and fostering collaboration. We value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected and heard.