Service Desk Analyst
Job Description

Desktop Support Analyst

On behalf of our client in Edmonton, Procom is searching for an Desktop Support Analyst to fulfil a 3 month contract.

Desktop Support Analyst Job Details

  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems.
  • Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
  • Escalate problems as appropriate. Act as a liaison between customers and internal support staff to assure accurate problem interpretation while maintaining communication with customers during the problem resolution process.
  • Professionally respond and record all telephone calls, emails, and personnel request for technical support and track/monitor open problems to ensure service level standards are met.
  • Expected duties may include but are not limited to writing knowledge database documents, service desk work around procedures, and updating the system within information on new installs, updates, and contact information. The Service Desk Analyst will also notify management of increasing trends, unusual activity or repeated activity.
  • Provide system training to support teams on problem tickets resolution and end-user training on the self-service portal.
  • Participate with Information Services support teams on daily operational support (reports, account creation, security reviews, etc.).
  • As required, contact Business Managers to gather information required for service fulfillment and submit the service request on their behalf.
  • Problem solving skills with the ability to communicate the problem and resolution to business customers and management.
  • Ensure the delivery of optimal results against appropriate performance metrics.
  • Ensure optimal deliverables through effective cross-functional accountability and authority practices (when relevant) within Manager’s context and prescribed limits.

Desktop Support Analyst Mandatory Skills

  • Fundamental knowledge of the Service Desk.
  • Minimum of three years’ experience in a technical support environment.
  • General Service Desk analyst skills.
  • Technical writing training.
  • Customer relationship skills, demonstrated responsiveness, analytical thinking, problem solving, and planning skills are required.
  • Experience in providing support to business users and fellow employees.
  • Good working knowledge of Microsoft Windows, Microsoft Office, Office 365, and basic Active Directory, server, and networking.
  • Experience with Service Now is an asset.
  • Experience with remote support for PCs/laptops, mobile devices, printers, and network devices.
  • Experience within the Power Generation industry would be an asset.
  • A+, MCSE or MCP designation are an asset.
  • Experience in Java Script is an asset.

Desktop Support Analyst Start Date

Desktop Support Analyst Assignment Length
3 month contract 

Job Requirements


Company Overview

For 35 years, Procom has been pushing the envelope in North American IT staffing solutions. Driven by a senior management team of seasoned recruitment professionals, we have offices in 14 locations in the US and Canada and service all major IT markets.

When we started out in 1978, tech jobs were just being integrated into the workplace. We have been a part of shaping the landscape of IT in Canada ever since, placing IT consultants in major businesses in all sectors, including banking, telecommunications, and retail.

Through all the peaks and valleys of the IT industry, we have consistently done one thing: helping IT professionals discover the next chapter in their career.

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