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Service Desk Analyst - Jobs in Edmonton, Alberta

Orbit Insurance Services
Job LocationEdmonton, Alberta
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull time

Job Description

Job DescriptionWhat You’ll Do:Reporting to the Service Desk Assistant Manager, the core parts of your role will be to:

  • Interview user to collect information and investigates the source of incident(s). Review actions taken by user, assess cause of incident, whether it is related to hardware, software, cabling or telephones, and resolve the incident, escalating all other incidents to third level technicians as required.
  • Identify, research, isolate and escalate incidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.
  • Respond to, evaluate and prioritize incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Commit to timelines and act as a liaison between information technology services and users.
  • Prioritize user incidents / problems and distributes workload to other technical staff as required.
  • Use a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.
  • Review existing documents to analyze and identify inefficiencies and make recommendations to processes and procedures.
  • Work closely with system owners to produce effective documents.
  • Ensure all tickets are adequately documented on closure.
  • Ensure that documentation and knowledge bases are kept up-to-date and maintained as an effective tool for design, support and troubleshooting.
  • Recommend improvement in processes and procedures.
  • Perform support for the following: Access to create and modify user accounts in Microsoft Entra, Access to file shares to grant file permissions, Exchange Account Creation, File restore from back up, First level UCB (Knowledge to expand, SharePoint management, Intune knowledge, M365 knowledge
  • Analyze and evaluate incident reports and offers recommendations to users and management to reduce help line incident rates.
  • Consult with technical staff and provides information regarding recurring software, hardware and user-related incidents or issues.
  • Liaise with software and hardware vendors, requesting and tracking service as required.
  • Sort, label and catalogue to maintain files, disks, program licenses and materials.
  • Maintain quality of service and keeps information confidential to protect operations.
  • Perform other duties within competence, as assigned.
Working Conditions:
  1. General office environment.
  1. May be required to work overtime.
  1. Hybrid with requirement to be in office at least 3 days per week.
  1. Required to participate in the after-hours on-call support rotation.

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