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LeverageTek IT Solutions: Service Desk Analyst

LeverageTek IT Solutions

This is a Full-time position in Ottawa, ON posted March 27, 2021.

LeverageTek is actively seeking a Service Desk Analyst for a 1-Year Term with its Ottawa-based customer.

***This work will be done mostly remote/WFH, but you may be required to be onsite for critical meetings.They are therefore looking for candidates physically located in either the greater Ottawa area or greater Toronto area.

QualificationsMinimum 3 to 5 years’ experience in an Operations support environment and or Corporate Service Desk environmentInformation Technology Infrastructure Library (ITIL) foundation certification AssetsBilingualism (English and French) ResponsibilitiesPerform technical activities and provide customer serviceAct as a first point of contact and customer relationship liaisonProvide first level technical support to the end-user communityFollow-up on customer problemsParticipate in the design, development and implementation of changes for policies, procedures, processes; and provides input in the development of recommendations, solutions and proposals to support these changesParticipate in operational readiness activities by providing input into the development of recommendations, solutions and impact analysis of proposed projects and initiatives to support their implementationParticipate in the development and implementation of solutions in relation to the automation of processes; identify automation opportunities; develop and tests solutions and upon approval, implement changesUpdate documentations such as policies, procedures, processes, etc.; develop reports and documentation and ensure quality assurance of documentationAssist in the development and execution of standard operating procedures (SOP) for Corporate Service Desk that include Customer Service, Technical & Business skills, Business Continuity, and Processes & Procedures.

Ensures thekey values of each SOP are injected routinely and maintained as part of regular operational methodologies used with IT Service & Support