Detalle de la Oferta

Descripción de la Oferta

Position Summary

As a Service Desk Analyst in our Lottery division, you’ll help ensure our business partners operations run smoothly by quickly resolving technical issues and keeping the systems operational. Your work will help our partner organizations maximize monies for good-cause programs. This position is ideal for a recent graduate who is looking to build their knowledge and skills and prepare themselves for a career in IT support or System Administration.

Responsibilities

Customer Support & Issue Resolution
• Act as the first point of contact for customers for troubleshooting technical issues and user requests
• Advise customers on solutions and escalate issues as needed
• Document and review processes for resolution of common and repeated incidents
Network Operations & Monitoring
• Perform a variety of network problem analysis and monitoring tasks
• Monitor network management systems
Service Management & Workflow Prioritization
• Prioritize and manage the queue of service desk requests to ensure consistent and effective service delivery
• Maintain and follow current standards, procedures, and policies for all incidents, service requests, provisioning and deprovisioning
General & Miscellaneous Duties
• Various other duties and responsibilities

Qualifications

Education and Knowledge
• College certificate (or similar) in an IT related field or an equivalent number of additional years of relevant experience
• Knowledge of the following:
o IT system fundamentals
? Hardware, software, networking, security, data and storage
o IT troubleshooting fundamentals
o Ticketing systems (asset)
o Customer service principles

Experience
• 1-2 years of IT support experience
• Experience in a customer-facing position

Technical Environment
• O/S: Linux
• Hardware: Workstations, peripherals, etc.
• Network: LAN, TCP/IP, VPN, PKI, etc.

Skills and Abilities
• Critical thinking skills
o Analysis, problem solving
• Interpersonal skills
o Communication, teamwork and collaboration
• Excellent organization and prioritization skills
• Growth mindset

Mandatory Requirements
• Language: Fluency in English (reading, writing, speaking)

Educación Superior