Service Desk Analyst Job in Stantec

Key Accountabilities: Be willing to find answers to all questions addressed to them. Be ready to research questions using a variety of resources, and work with other IT and affiliated staff in answering customer questions. Obtain and evaluate all relevant information to handle inquiries. Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate. Advise customers on appropriate action. Identify and appropriately escalate situations requiring urgent attention. Document resolutions: attaching relevant information to tickets, record details of inquiries, actions taken, communicate and coordinate with internal departments and customers. Stay current with system information, changes and updates Learn fundamental operations of commonly used software, hardware, and other equipment to provide excellent customer support. Stay abreast of current news, system information, problems, changes and updates relevant to our customer community. Be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations. Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions. Learn the functions of other Tiers and Resources for the purpose of triaging inquiries/ticket assignments appropriately. Follow standard Service Desk operating procedures; Accurately log all interactions using ticketing software. Process forms according to procedure. Manage customers' accounts. Participate in an on-call rotation if required. Have an understanding of ITIL, SOX and ISO 20000 and abide by all best practices and policies accordingly.