Help Desk Analyst  

SCOPE OF WORK

Background

The Information Systems, Service Desk team provides first level support for the clients desktop environment. The Desktop team provides second level support. The desktop infrastructure is currently based on Windows XP, Microsoft Server 2008, and Lotus Notes 7. A project has been initiated to roll out Windows 7, Office 2010, and Lotus Notes 8.5. The team supports 600 desktops, 400 notebook computers and about 250 semi-rugged notebooks in our mobile workforce environment.

The Information Systems, Network Solutions team provides third level support, maintenance, design and planning for the client’s network and server environment, as well as resourcing for ongoing projects which are supported by our Project Delivery Office (PDO).

The client’s Network infrastructure consists mainly of Cisco technologies. There are Cisco wired, Wi-Fi and security technologies in use in the client’s environments as well as other Wireless point to point WAN technologies.

The Information Systems, Applications team provides third level support, maintenance, design and planning for the client’s business applications, as well as resourcing for ongoing projects which are supported by our Project Delivery Office (PDO).

The Network, Desktop and Applications teams consist of multi-vendor contract resources and operate in a pool concept where those resources are utilized across varying projects and operational areas based on skills and abilities, with a goal of providing the most efficient and effective support to the business.

 

Position Description

This position resides within the Service Desk team at the client’s site and is responsible in providing first line support to internal customers, assisting them with hardware and software problems via phone or email. Technical support covers a broad scope of technologies such as password resets, Microsoft Windows issues or questions, assistance with email (Lotus Notes), business application user security or assistance with

Microsoft Office. This position requires that the individual answer technical questions and accurately record a detailed description of the problem at hand. It is also responsible for tracking the incident from creation until completion to ensure the incident has been resolved correctly.

 

Position Responsibilities

· Provide first line technical support for users requiring assistance with information technology issues and problems via phone or email logging the issue in the incident management system

· Tracking issues to resolution and updating the internal knowledge base

· Maintain a high degree of customer service for all support calls

· Take ownership of user problems and be proactive when dealing with customer issues

· Escalate tickets (i.e. due to technical complexities) if resolution cannot be reached to the relevant IT support group

· Research and troubleshoot problems using available tools such as the Help Desk knowledge base and Remote Assistance.

· Respond, as needed, to network, server and communications problems

· Support 1,200 (approximately) internal customers

The proponent will be required on site at the client’s Head Office in Regina. The preference for start date is as soon as possible. The initial term for this role will be up to a two years after which the client will evaluate its on-going requirement

Send Resume to RCTech@RiddellConsulting.ca