Analyst, Service Desk

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The role assumes strong analytical, interpersonal skills and good understanding of IT policies and standards while providing a high level of Customer Service.
Under the general direction of the Team Leader, this position acts as a central point of contact for Customer Support and provides for the timely and effective response to incidents and requests. The role provides for communication of incident/ problems and the facilitation of restoration of normal operational service with minimal business impact within agreed service levels and business priorities.
The successful candidate will function in a team-oriented context and contribute significantly to the goals of IT by providing for the effective operation of the Service Desk.


Exercise a high level of Customer Service and accountability for incidents and requests
Manage the client request life cycle, including coordinated efforts amongst groups assigned, customer concurrence and closure
Respond to requests for technical assistance in person, via phone, electronically , and perform analysis and act as first-line customer contact
Analyze calls received making an initial assessment against logged problems and known errors of requests or incidents and perform initial troubleshooting/escalation as needed
Communicate technical updates and planned and short-term changes of service levels to customers
Escalate incidents to second line and third party support groups, including external vendors, monitor/communicate status to management and business users
Maintain customer and asset related data and Intranet content for IT
Provide support and assistance with mobile devices, laptops and other OMERS approved assets
Must be able to follow operational standards and procedures for, reporting, monitoring, and troubleshooting all production issues
Initiate, and perform follow up as needed with vendors for incident resolution
Work closely with all supported clients to ensure issues are understood and addressed with minimal impact
Update and maintain the IT physical software library for accuracy, media retention, authorized use and tracking
Maintain an effective working relationship internally with OMERS users and externally with vendors and consultants
Be available to work multiple shifts within the Customer Support hours of operation
Be available to work after hours and weekends when required


Proficient knowledge of Computer/Network systems, Active Directory and related hardware/software
In-depth knowledge of current standard desktop software and hardware, including operating system (Microsoft Windows, Mac), Microsoft Office suite
Voice over IP (VoIP) phone and/or Unified Communication experience
Must be detail-oriented, punctual, disciplined, and be a strong team player willing to contribute to the team effort
Exceptional interpersonal skills, with a focus on relationship-building, listening, and questioning skills.
Proven analytical and problem-solving abilities with sound documentation skills.
Ability to effectively prioritize and execute tasks timely, within a fast -paced environment
Strong command of English written and communication skills
College Diploma or University Degree in Computer Science, Business or equivalent
Service Desk experience is an asset
Certified ITIL V.3. Foundation is an asset

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