Job Description

Aplin has partnered with a Saskatchewan based company to find a Tier 1 Service Desk Analyst to join them for a 16 month contract role. The role is 90% work from home and 10% in office at one of the following locations: Regina, Saskatoon, Edmonton, Calgary, Toronto, Vancouver, Montreal, or Winnipeg.

Term: November 14th 2022 - March 31 2024

Responsibilities:

• Assist staff face to face, virtually, by phone or chat
• Resolve issues with technology through one-on-one interactions
• Troubleshoot a variety of first-level IT support issues on different platforms and programs
• Answer questions and provide advice by phone, email or chat
• Develop documentation for common issues
• Provides 'in incident' phone and report support as part of the service desk
• Performs day-to-day support and monitoring of technologies and solutions
• Investigates, analyzes, and responds to incidents

Qualifications:

• An undergraduate degree in computer science, engineering or mathematics. Or equivalent level of experience
• In-depth knowledge of common software and operating systems
• Knowledge of computer hardware and peripherals
• Knowledge of iPhone and Android devices
• 2 years experience in a Service Desk/Tier 1 type role
• Comfortable with a variety of basic software solutions
• Demonstrated ability and willingness to learn new tools
• Familiarity with updating and using a knowledge base
• General knowledge of computer systems, analysis techniques, and ITIL processes
• A friendly attitude and exceptional customer service commitment
• The ability to work independently and with a high-performing team
• Understanding of technical terminology and concepts

Nice to have:

• Bilingual - English/French
• Reside in Western Canada or ability/desire to work late
• O365
• Windows 10
• Service Now

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