Overview
Field Service Desk Analyst Jobs in Grande Prairie – Alberta at Akkodis
Title: Field Service Desk Analyst
Company: Akkodis
Location: Grande Prairie – Alberta
Category: IT/Tech, Customer Service/HelpDesk
Role:
Field Service Desk Analyst Term:
Employee
Location:
Grand Prairie, AB. (Onsite)
We are actively seeking an experienced Field Service Desk Analyst to support our operations in Grande Prairie, Alberta. Reporting to the Team Lead, Service Desk Information Services, this position will be responsible for providing support to employees for all IT-related incidents and requests, both over the phone and in person to ensure reliable operation of hardware and software for our users.
The successful candidate will demonstrate a high level of customer service, technical knowledge, and
problem-solving skills
to ensure incidents are resolved in a timely and efficient manner.
The Successful Candidate Will:
Regularly travel to field sites to perform routine maintenance, provide troubleshooting and training.
Receive and respond to all user submitted requests via telephone, email, or Jira tickets and resolve or escalate issues where required.
Support end user hardware and software including PCs, laptops, smart phones, network switches and printers, and various software packages.
Create and maintain technical documentation and knowledge base articles to assist colleagues and customers in becoming more self-sufficient and obtain feedback and guidance on how to handle inquiries that are not documented or well understood.
Manage Onboard/Offboard activities.
Collaborate with the IS Team during weekly Scrums by escalating issues, problems or bringing attention to patterns and repeating issues for permanent resolution and identifying IS improvement opportunities.
Meeting Room end user training and break-fix.
Provide emergency coverage for any after-hours calls as required.
IT equipment management including inventory of all IT assets such as PCs, printers, DID’s and Fax lines.
Manage remote access to internal applications and resources.
Respond to client questions around phishing messages and resolving issues relating to spam protection.
Ability to
work with SCADA communications, plant controlling systems, and consult with vendors as required.
Assist other members of the IS Team with on-site
hands-on
support. Qualifications Include:5 or more years of experience in a technical support or IT service desk role.
Excellent customer service and
communication skills
.
Strong
problem-solving
and
analytical skills
.
Knowledge of Windows operating systems, Microsoft Office and basic networking.
Ability to
work independently and as part of a team.
Experience with
ticketing systems and remote-control tool.
IT certifications is an asset.
Knowledge of SCADA
communication
and plant controlling systems is an asset.
Knowledge of the energy industry is an asset.
Knowledge of radio-controlled roads considered an asset.
Work Environment
:
This position is based out of Grande Prairie, Alberta, however the option to work out of the surrounding area would be a possibility. Travel will be required on a regular basis. Thank you for your interest, however only those being considered for this role will be contacted.
Akkodis will only present your resume to client’s when yo…
