Description:
Reporting to the Vice President Information Technology the Help Desk Analyst (Summer Term) is the first point of contact for triaging service tickets and providing technical support for computer equipment and applications for Prairie Centre Credit Union staff. Under the guidance of the Vice President Information Technology, the Help Desk Analyst will handle service requests via our ticketing system and contribute to enhancing member satisfaction through personalized support and expedient issue resolution.
- Ticket Triage: Coordinate the triage process for reported tickets, ensuring timely and accurate assignment to the appropriate system analysts. Utilize ticketing systems to prioritize and distribute tickets based on urgency and complexity. Collaborate with team members to streamline ticket management processes and improve efficiency. Maintain clear communication channels to update stakeholders on ticket status and resolution progress.
- Tier 1 Ticket Troubleshooting Support: Provide hands-on assistance and shadowing to system analysts in troubleshooting tier 1 tickets. Learn and apply troubleshooting techniques under the guidance of experienced analysts. Document troubleshooting steps and solutions for future reference and knowledge sharing.
- Helpdesk Task Documentation: Assist in the documentation of helpdesk tasks, including ticket resolutions, troubleshooting procedures, and system configurations. Organize and maintain documentation repositories for easy access by team members.
- Laptop and Desktop Imaging and Deployment: Assist with the imaging and deployment process for laptops and desktops, ensuring hardware readiness for end-users. Configure and install operating systems, software applications, and drivers according to established standards.
Qualifications:
- Pursuing a degree in Information Technology, Computer Science, or related field is preferred
- Strong problem-solving skills with a customer-centric approach
- Familiarity with Windows and Mac operating systems
- Ability to work independently and in a team environment
- Excellent communication and interpersonal skills
- Willingness to travel to multiple Prairie Centre Credit Union branch locations as needed. A valid drivers license is required and a company vehicle will be supplied when travel is required