Desktop Support Analyst

Primary Purpose of Position

The professional level Desktop Support Analyst position is a customer facing technical role requiring intermediate proficiency in multiple IT systems and applications. This position is responsible for supporting daily operations, desktop and mobile services. Responsibilities include operational and administrative functions necessary for ensuring service delivery.

Key Accountabilities

• Analyse and resolve end-user hardware, software, and connectivity issues both desk-side and remotely supporting employees.
• Resolve IT tickets within agreed timeframes and ensure all tickets are correctly documented.
• Adhere to Service Management practices and agreed timeframes in the creation, resolution and progression for all IT Incidents and Service Requests.
• Conduct Queue Management activities, including the daily management and auditing of the Incident and Service Request queues, and monitoring and alerting managers on trends.
• Monitor progress on problem resolution and advise users on status of issue
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our internal clients
• Be responsible for ensuring the office IT environment for designated office(s) is in working condition and is clean, organised, safe and secure
• Ensure the office IT environment for designated office(s) is well documented so that remote IT staff can develop a full understanding of the office IT environment.
• Create and update accurate and consistent records and manage the lifecycle of designated IT assets including the safe and secure disposal of aged assets.
• Provide user facing operational support for desktops and applications. Contribute to the resolution of operational problems by working collaboratively with virtual peers.
• Conduct proactive maintenance and administration of designated services, including implementation, configuration, and monitoring.
• Collaborate with other IT service teams and the Procurement team on lifecycle management to ensure that local IT assets are fully and effectively used during their effective life.
• Ensure the safe, secure and effective disposal of Stantec computing devices.
• Participate in cross training and mentoring with service delivery teams.
• Contribute to internal IT Operational/Infrastructure initiatives.
• Participate in IT projects as an operational resource, providing recommendations and performing tasks as required.
• Contribute to the development of operational procedures and documentation.
• Able to work after office hours as required.
• Support corporate policies, procedures and best practices pertinent to supporting Stantec’s Infrastructure.
• Complete all work in line with Stantec Health and Safety program.

Skills & Specifications

• Qualifications & Experience
• Degree/diploma/certificate or equivalent in related field; or equivalent combination of education and experience.
• 3+ Years of experience working in an IT environment required
• Competence in a Microsoft Windows environment including Windows 10, MS Office Suite, Microsoft 365.
• An understanding of PC hardware
• Excellent customer relationship, communications and interpersonal skills.
• Basic knowledge of network technologies

Intermediate level knowledge of

• Microsoft operating system (Windows 10)
• Imaging, configuring desktop and troubleshooting hardware issues
• Outlook and Teams client Support
• ITIL Service Management best practices

Basic understanding of

• Microsoft server operating systems
• Microsoft Office suite
• A knowledge of Group Policy and technologies such as SCCM, Remote Desktop Services, Microsoft Teams
• Basic knowledge of network technologies, VPN, TCP/IP and LAN/WAN topology
• Backup concepts, software & hardware technologies
• Travel may be required. Must have valid driver’s license and passport.
• Skills
• Self-starter - The ability to work with minimal supervision
• Demonstrates an outstanding “customer orientated” service management experience
• Ability to build relationships through strong interpersonal skills (written and verbal)
• Demonstrated capability for problem solving, decision making, sound judgement and assertiveness
• Demonstrates the ability to tackle a problem by using a logical, systematic and sequential approach
• Awareness of the challenges and benefits of working in geographically and culturally dispersed, virtual teams, and willingness to work cooperatively with others in such teams
• Process orientated, able to work cross functionally in a team environment
• Exhibit a natural curiosity, passion, and a desire to find ways to apply technology to business challenges
• Promotes innovation and continual process improvement