Client Services Analyst - 6 months term

Westerkirk•Calgary, AB

1d•Onsite

About The Position

The IT Service Center Analyst is the front facing representative for De Havilland of Canada IT, participating in the daily activities related to operations and delivery of IT Services. The critical influence of this role is in ensuring the timely response and resolution to user requests, as well as responding to single and multiple users’ incidents with the appropriate level of urgency and care.

Requirements

Bachelor’s degree in computer science, engineering, business or another relevant field combination of education and real-world experience
Typically, has 2 - 5 years of IT work experience in various user facing roles
5 years of experience working in a Service Desk including support for desktop support, customer service and/or production support in multi-platform environments.
Microsoft Office and O365
Apple & Android product management
Windows 11 image management
MS Teams
Active Director
Citrix and VM configuration
Proficient troubleshooting VPN technologies
In-Tune & SCCM
MS Teams Meeting room & AV technology
Previous experience in developing knowledge base articles, quick reference guides and self-help content for users.

Nice To Haves

Builds and cultivates mutually beneficial relationships with team members and leaders, building strong external networks with people in the industry or profession.
Creates an environment encouraging the open exchange of information and viewpoints.
Applies self-management techniques to include: acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.
Ability to quickly comprehend the functions and capabilities of new technologies
Strong oral and written communication/presentation skills, effectively communicating technical issues.
Strong problem solving and troubleshooting skills
Ability to work independently, or as part of a team

Responsibilities

Provides the first level technical support Fleet business users through our primary methods of contact (Phones, Self Serve, Deskside support)
Manages workload in accordance with defined KPI and SLA measurements
Execute Access Management activities (Account MACD)
Build and revise process workflows based on changing needs of the environment and services offered by IT
Be the central point of coordination for Resolution of complex end user issues.
Works closely with internal IT partners at De Havilland in “Transition to Operations” guidance and core content requirements for Service Desk support
Must be innovative in identifying means to improve IT service quality within established boundaries.