Its Service Desk Analyst

Description:

Key Responsibilities:

• Provide friendly and professional Service Desk support to NAIT staff and students

• Provide services to staff and students in a mixed BYOD environment

• Multitask & actively problem solve issues in a fast-paced environment

• Investigate faults, user incidents / requests

• Create, review, and maintain technical knowledge base articles

• Understand escalation paths, and proactively escalate incidents / requests

• Liaise with other IT staff members, subject matter experts, or other NAIT depts.

• Monitor progress of incidents / requests, keep clients informed

• Ensure user interactions are promptly recorded and accurately updated

• Identify and communicate trends and patterns, emerging issues

• Provide desktop services, including hardware deployment, repair, troubleshooting, and upgrades

• Support new technologies and services, which create and support the end-user computing environment

• Provide rotational shift coverage during regular Service Desk hours of operation, throughout the year

Qualifications:

• Information Technology related diploma

Applicants with education credentials earned outside of Canada should have their credentials evaluated by World Education Services or the International Qualifications Assessment Service (IQAS).