Senior Service Desk Analyst to provide level 1 & 2 support to end users in a Windows environment

Our large Oil & Gas client is looking for a Senior Service Desk Analyst to provide level 1 & 2 support to end users in a Windows environment

This role will require you to be in office, downtown Calgary, 5 day/week as well as an on-call rotation every 3 weeks from 7am-9pm, in addition to the standard workday, for level 1&2 urgent help desk tickets

Must Haves:

• 6+ years in an IT service desk role
• 6+ years experience with Windows OS builds, using SCCM automated build processes
• 6+ years experience creating and updating service tickets in a ticketing system (ideally ServiceNow)
• Oil & Gas experience
• Experience with business process reviews and procedural documentation
• Experience with hardware (desktop/laptop) upgrades and troubleshooting
• Bachelor’s degree in IT, Computer Science or Business Administration, or related community college diploma

Responsibilities:

• Monitor and respond quickly to incoming requests related to IT issues
• Maintain computer systems and act as support for any system issues that arise
• Responsible for PCs, printers, and related equipment (monitor, keyboard, mouse, hard drive, etc.).
• Maintain user PCs, including upgrades and configuration as needed.
• Assist with onboarding/offboarding of user-related accounts.
• Keep accurate and up to date inventory for all IT related equipment.
• Image and re-image corporate desktops and laptops with the standard corporate image
• Install, configure, and upgrade PC software.
• Audio Visual equipment support and troubleshooting.
• Deploy, configure, and support operating systems on desktop and mobile devices.
• Systematically interpret user problems and identify solutions by leveraging existing documentation and resources
• Escalate complex or unresolved incidents when required
• Record, track and document issues from outset to conclusion.
• During system changes, act systematically by responding to day-to-day operational needs, avoiding service disruptions and adhering to (SLA) and information security requirements.
• Respond to common requests for service by providing information to enable fulfilment; promptly allocate unresolved calls as appropriate.
• Create and update Service Tickets, inform users about the process and advise relevant persons of actions taken.
• Work as part of the after-hours on-call rotation.
• Point of contact for escalations as needed for unresolved incidents or unhappy callers.
• Lead post-critiques of incident and requests to look for ways to improve customer satisfaction.
• Work closely with the aligned Technology teams to ensure continued improvements and knowledge growth, including new technology rollouts, identification of new L1 resolvable issues, and improvements to the overall incident process.
• Grow general knowledge of IT and business systems, training junior analysts to increase their capability in resolving issues on first contact.