Service Desk Analyst

Reach Beyond

! CHC provides unmatched helicopter services that enable our customers to reach beyond – to work in remote and challenging destinations that limit others – and come home safely. We are dedicated to our purpose of getting our customers where they need to be, when they need to be there, anywhere in the world – safely and reliably. All you have to do is get on board!

At CHC, we pride ourselves on our values and culture:
Simplicity: Finding the most efficient way in everything we do
Agility: Moving quickly and decisively
Collaboration: Working together with candor and transparency
Innovation: Creating solutions and leading change
Ownership: Working with passion and doing what needs to be done

Role Summary

The IT Global Service desk is a 5X24 front line support role for CHC and is responsible for all end user issues and request. The primary objective of this role is to intake, categorize and resolve or escalate end user issues and requests on a global level. Some expectation of hands on support requirements within region.

Key Responsibilities

Key Responsibilities:

Provides primary IT support for all end user issues and requests

Tier 1, 2 support, addresses and resolves technical issues with internal clients for computer software and hardware issues

Resolves, L1.5 Application Functional issues using Knowledge base for all enterprise applications

Properly categorize and document user issues

Supports multi-channel intake process (Chat, Phone, Email, etc)

Proper use of knowledge documentation to resolve user issues

Helps identify issue trends and escalates to management

Initiates and facilitates Major Incident Management process for critical business impact issues

Provisions system access request issues as defined by Cyber-Security team

Assists with End Point asset inventory management

Assists with End Point OS and security updates as defined by management

Follows all IT principles when supporting end users

Works closely with all other IT departments to support CHC mission

Participate in Global and Local IT projects as directed by the IT Manager

Other duties as directed by the IT Manager

Qualifications, Skills & Attributes

Requirements:

Reasonable and working understanding of Service Now’s Core ITSM modules:
Incident, Knowledge, Change

Strong organizational, analytical and problem solving skills,

Solid communication skills, both written and interpersonal,

Extreme focus on client satisfaction through resourcefulness and having excellent customer-focused mindset,

Very strong knowledge of PC operating systems, specifically Windows Suite, Microsoft Teams, and relevant applications – MS Office, Adobe Acrobat, etc.,

An understanding of data communications with respect to local and international area networks,

A working knowledge of TCP/IP, Active Directory, DNS and DHCP,

Ability to learn, understand, and apply new technologies as well as to effectively prioritize, schedule and execute tasks in a high-pressure environment,

Minimal international travel, Shift work and Overtime may be required.