Vantix Systems

Our Client is seeking a Service Desk Analyst to work within a Service Desk Team. This Team is responsible for providing first level support to employees/contractors, assisting them with hardware, software, and network connectivity problems via phone, email, chat and self-service portal with a focus on resolving issues at first point of contact. Technical support covers a broad scope of technologies and can include but is not limited to such things as password resets, Microsoft Windows issues or questions, assistance with email (Outlook), business application access management or assistance with Microsoft Office. This position requires that the individual utilize analytical skills to perform tasks associated with processes such as trouble shooting incidents, fulfilling requests, and coaching the end-user on the use of software. Documentation of tasks completed, as well as knowledge captured, is a vital component of the position. The Resource will be responsible for following the life cycle of all end-user tickets to ensure resolution/service is provided, and client satisfaction has been achieved. This position requires that the individual be a pro-active & independent self-starter with the ability to balance, prioritize and organize multiple tasks.

This role is fully onsite in Regina, Saskatchewan. Must be Canadian Citizen to apply.

• Experience providing Technical IT Support to end-users in a corporate Service Desk environment. (Tier 1 support)

• Experience working with formalized ITSM practices such as Incident Management, Request Fulfillment, Knowledge Management, Problem Management and other IT Operation and Service Delivery processes

• Experience working with and providing front line support for Windows Desktop platforms (Windows 11 or higher)

• Experience working with and providing front line support for Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams and One Note)

• Experience providing front line support for Line of Business applications

• Professional experience with Active Directory, specifically user and group management.

• Experience with an ITSM ticketing system, particularly Ivanti Cherwell Service Management or ServiceNow IT Service Management.

• Experience with Windows file system access control in an Active Directory integrated environment.

• Hold an ITIL or HDI Certificate or other Service Desk industry certifications (provide number of years with certification and where available, Candidate and/or Certificate ID Number used to verify the certification)

• Experience utilizing knowledge management principles, resources, and systems

• Worked in an environment employing multi-vendor/contracted resources

• Strong analytical and problem-solving skills with focus and attention to detail

• Customer Communication Skills/Experience, including verbal and written communications.

• Demonstrated natural approach to being pro-active and an independent self-starter, being someone that actively occupies their time with relevant work activities, including identification of service improvement opportunities.

• Proven ability to balance, prioritize and organize multiple tasks