The Service Desk Analyst is a Level One IT position is responsible for ensuring that all end user IT computing including telephony incidents and IT service requests issued by Just Energy end users are completed within the agreed to SLA terms.
The role is the primary support function in the Incident Management process by taking calls emails web incidents and driving them to resolution and or escalation.
Provide Level I Help Desk support for global customer. Troubleshoots all incidents that come into the IT Service Desk.
Triage / troubleshooting respective hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required.
Installs, assembles and configures telephony or computer peripherals such as printers, scanners and related hardware.
Makes hardware and software acquisition recommendations, including helping users assess requirements and providing justification for equipment and services.
Conducts moves, adds and changes within the respective end user computer and telephony systems.
Follows documented operational procedures for the production operation of all monitored systems and software, including network, telephony and server services.
Promptly creates and documents all incident tickets for all reports of information system problems including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections.
May initiate the problem management process through escalation.
Resets fixed passwords, reinstalls virtual private network (VPN) software, and otherwise reinitializes user access control mechanisms, after the involved user has adequately authenticated his or her identity.
Manage and prioritize outstanding service issues and provide communications on progress.
Responsible for Help Desk tools & systems - machine imaging, problem reporting system, inventory system.
Cloud Service administration and support Salesforce, etc.
Anti-Virus and Anti-Malware administration and response.
Wireless network support
Mobile device administration and support iPhone, android, hot spot devices.
Solid understanding of the ITIL framework.
Demonstrated experience operating and troubleshooting in a Microsoft environment. Windows7 / 10 and Office 365. Support experience of Office 365, OneDrive, Teams
Working knowledge of Active Directory User and Computers and Microsoft Exchange.
Knowledge of installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
Instructing users on new and upgraded computer applications and hardware.
Support of VDI (Virtual Desktop Infrastructure) and / or Citrix an asset
Ability to work in high pressure environments following standard operating procedures and policies.
Creative problem solver.
Excellent customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, engineers and staff.
Ability to explain technical concepts and procedures to non-technical users.
Strong time management skills.
Strong communication and interpersonal skills.
Strong Documentation skills
Must be able to work during prearrange shifts.
Ability to lift 30 pounds
Education / Years of Experience :
Some knowledge of phone configuration.
General computer installation, maintenance and repair experience.
Or an equivalent combination of education and experience enough to successfully perform the essential duties of the job listed above.
Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience.
The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies.
In addition, a variety of awards offer another opportunity to recognize and reward employees.
We offer :
Performance based bonuses
Comprehensive benefits package from day 1 of employment
Employee Deferred Profit Sharing Plan (DPSP)
Work from home (WFH) Model *During pandemic
Health and wellbeing tools and resources and more