IT Service Delivery Analyst

Are you looking for a role that will challenge you while helping others succeed every day? Can you see yourself providing technical support and solving IT issues for employees across multiple sites and projects? Do you like being in a role where you will diagnose and resolve technical issues through phone, email, chat, and self‑service ticketing tools? If you answered yes, this may be the job for you—apply today!

Our Chalk River location is looking for an I T Service Desk Analyst to deliver responsive technical support, administer user accounts, and assist with the installation, deployment, and maintenance of client hardware, software, and peripherals.

• Answering online chats, phone calls, and emails from users to assist in resolving issues. Checking Knowledge Bases (KB), Google, and asking peers for assistance in resolving users' issues. Try to do FCR (First Call Resolution) whenever possible.
• Answering Self Service Tickets (SST’s) from users to assist in resolving issues.
• Remoting into people’s computers to troubleshoot and help them resolve issues or install software.
• Modifying users' accounts as requested by HR to maintain their employment status and ability to work during a leave of absence, or when contracts are extended or modified.
• Investigating incorrect account issues; updating and modifying accounts as needed/requested by management/HR to ensure people have the proper permissions and rights to work effectively.
• Enabling and disabling accounts as per the Health Centre and HR notifications.
• Looking for resolutions and sharing knowledge, thinking outside the box for resolutions, writing Knowledge Base Articles (KBA’s).
• Creating a KBA or documenting the information and sending it for upload so others can access it when it is not currently documented.
• Asking others for help when you do not know the answer or are unsure about something.
• Using Google/ the Internet to see if there is a documented resolution elsewhere that will work.
• Sending bulletins, updating phone banner/voice recording, triaging self-service tickets.
• Pulling data from applications as requested; attending meetings to ensure duties are not forgotten for incoming business; attending team meetings to stay informed about new information/processes/procedures; and working with teams to conduct user testing to ensure things work before they are implemented.
• Other duties as assigned by your manager.

• Education
  • Minimum of a college diploma in Service Desk Information Technology or Computer Troubleshooting, A+ Certification, Co‑op, graduation from an equivalent relevant IT formal education program and/or a minimum of 1 year of pertinent technological experience.
  • Relevant technical certification(s), such as A+ certification.
• Experience
  • Two or more years of related and/or progressive technical computer/computer troubleshooting experience.
• Knowledge, Skills & Abilities
  • Demonstrated strong competency in troubleshooting issues with core Microsoft Office products (e.g., Word, Outlook, Excel, PowerPoint, MS Project).
  • Demonstrated good working knowledge of a range of diagnostic utilities.
  • Demonstrated good knowledge of personal computer operating systems and basic peripheral operations.
  • Good knowledge of Active Directory, Infrastructure, and related services (e.g., file, print, email, mobility, antivirus, encryption).
  • Good knowledge of networking fundamentals as they relate to the client environment (e.g., DHCP, TCP/IP, DNS).
  • Strong customer service skills for a demanding, customer‑oriented environment.
  • Creative, insightful thinking is crucial to this role, as it requires identifying root causes and troubleshooting to find appropriate solutions.
  • Must maintain current knowledge of industry trends and IT best practices.
  • Effective listening and comprehension skills for interpreting user requests and resolving support issues.
  • Excellent communication skills.
  • Ability to work independently as well as part of a team.
  • Must be able to be accountable for work and accept training, constructive criticism, and coaching openly and willingly.
  • Willing to accept change with a positive outlook.
  • Must be able to deal patiently with end users experiencing high…