Service Desk Analyst - l

Portage Mutual Careers Centre•Winnipeg, MB

19h•CA$53,400 - CA$66,800•Hybrid

About The Position

As a Service Desk Analyst, you’ll play a crucial role in supporting our internal and external business customers by assisting them with issues related to PMIC's systems, computer hardware, and software. You will respond to customer inquiries or service requests, assess problems and incidents with IT equipment, applications, and services, and help resolve these issues or requests in a courteous and timely manner. A proactive mindset is key, as you will research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors. We’re looking for a technical problem-solving and collaborative team player who embodies our company values and is committed to providing top-notch service.

Requirements

1-3 years experience in an end user support role.
General Insurance Essentials (GIE) is required or willingness to work towards.
College Diploma or University Degree in the field of Computers, Technology or Business, or equivalent combination of education and experience.
ITIL certification complete or willingness to work towards.
Demonstrate exceptional computer skills; including Microsoft Office Suite (Word, Excel and PowerPoint), as well as Office 365.
Experience with Windows operating systems (7 and 10), Apple and Android devices, tablets, etc.
Have the ability to train non-technical users on various technology solutions.
Detail oriented, analytical and inquisitive.
Demonstrated commitment to service excellence.
Basic knowledge of generating process documentation.
Ability to work independently and collaborate effectively in a team environment is required.

Responsibilities

Provide Tier 1 support for end-user service and system inquiries and issues.
Efficiently log and process incoming queries, service requests, and incident reports from the end-user, either by email, phone, or our service desk portal.
Take detailed notes, determine steps to resolution, and manage the flow of incoming requests.
Maintain and monitor incident/service requests in our ITSM tool (JIRA) while responding to issues in a courteous, timely, and appropriate manner.
Troubleshoot issues and help determine business priority and severity, and escalate advanced incidents/service requests/problems to Tier 2 or Tier 3 support when required.
Identify underlying causes of incidents, develop and support workarounds and final solution for known errors/defects to prevent recurrences.
Create, edit, and maintain IT documentation. This includes common issues or service request FAQs, departmental best practices and processes documentation, as well as notices or self-help documents to distribute throughout the organization.