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Service Desk Analyst

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Job Order #: 5385642

NOC: 2282
Employer Name:
AGRIUS SOLUTIONS LTD
Posted Date:
02-Sep-2014
Location:
REGINA
 
# of Positions:
1
Employment Terms:
Full Time
Education:
Technical/Applied Science Diploma
Experience:
1-2 Years
Apply By:
30-Sep-2014
How to Apply?:
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Employer Name:
AGRIUS SOLUTIONS LTD
Contact Name:
HR
Contact Email:
HR@agrius.ca


Description

Key responsibilities:
    Primary contact for end-users needing technical assistance
    Record, track and monitor incidents and service requests (Voice, e-mail and walk ups) through to completion
    Provide an accurate record of each incident/service request/outage
    Provide initial assessment, troubleshooting and information gathering, with a focus on first point of contact incident resolution
    Escalate and coordinate support for unresolved technical issues to the appropriate support team following defined escalation procedures
    Provide status and general IT service outage communications to end users
Mandatory Requirements:
    Relevant 2 year Technical diploma/degree with 2 years experience
    Excellent Customer Service skills
    Excellent English communication skills both verbal and written
    Proven experience in the areas listed in the Key Responsibilities above
    Ability to quickly learn and understand new technology and applications
    Exceptional analytical and troubleshooting skills
    Experience working in a corporate help desk/service desk environment - with leadership, mentoring, or training of help desk analysts being considered an asset
    Experience working with Knowledge Management and Knowledge engineering, Process/procedures authoring, and continual service improvement
    Understanding and experience with ITSM processes and quality methodology (such as ITIL)
Other Preferred Skills:
    ITIL v3 Foundations Certification
    A+ Certification

 

Skills and Abilities

Computer and Technology Knowledge
 - Windows
 - Word processing software
 - Internet
 - Hardware
 - Applications - desktop
 - Office Suites
 - Mail server software
Essential Skills
 - Writing
 - Working with others
 - Critical thinking
 - Job task planning and organizing
 - Computer use
 - Continuous learning
Credentials (certificates, licences, memberships, courses, etc.)
 - A+ Certification
Specific Skills
 - Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
 - Consult user guides, technical manuals and other documents to research and implement solutions
 - Provide advice and training to users in response to identified difficulties
 - Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
 - Help desk

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