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Intermediate Service Desk Analyst with Windows and ITIL experience to support day-to-day operations within academia

Job Type: Contract
Positions to fill: 6
Start Date: Aug 08, 2022
Job End Date: Feb 28, 2023
Pay Rate: Hourly: Negotiable
Job ID: 121807
Location: Calgary
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Our client has an immediate requirement for an Intermediate Service Desk Analyst with Windows and ITIL experience to support day-to-day operations within academia.

10-month assignment with possible extension.

 Must Have:
  • 4+ years of combined computer support and customer service experience
  • Experience supporting Windows environments including technologies like MS SharePoint and Teams
  • Experience with IT Service Management ticketing systems, ideally ServiceNow
  • Experience with ITIL best practices

Nice-to-Have:
  • Experience working in a post-secondary environment
  • Experience with MAC
Responsibilities:​​
  • Ensure professional and prompt response to users at the Service Desk
  • Provide technical support for laptops, and BYOD devices
  • Assign, retrieve and keep accurate records of computer equipment
  • Monitor, prioritize and resolve technical tickets
  • Communicate with users and other support teams on the status of current resolution efforts as needed
  • Make sure common issues and system configurations are being documented in the knowledge base and user self-serve guides