IT Jobs

Service Desk Analyst

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Website Myticas Myticas Consulting

The recruitment team at Myticas Consulting is looking for an experienced Service Desk Analyst who would be interested in a contract opportunity offered within the Ottawa, Ontario region.
 
Candidates within this role MUST have an active Secret level of Government Security Clearance.
 
The Service Desk Analyst is responsible for providing technical and advisory services to Service Desk clients.
 
This includes:

  • Performing and assisting in technical support.
  • Operational readiness; process design and improvement.
  • Technical enhancement and maintenance.
  • Incident and problem escalation.
  • Customer services and support; and related advisory services.

They are the first point of contact for any issues/concerns surrounding Service Desk activities for the critical business systems.
 
Key Accountabilities:

  • Technical Services and Program/Project Delivery.
  • Perform technical activities and provides customer service.
  • Act as a first point of contact and customer relationship liaison.
  • Provide first level technical support to the end-user community.
  • Follow-up on customer problems (i.e. financial institutions).
  • Monitoring systems cycle state.
  • Batch production control.
  • Developing reports.
  • Performing system verification and fault tolerance activities.
  • Ensure that incidents are handled in a timely manner and appropriate escalation is followed.
  • Conduct a post-mortem analysis for various incidents and problems in support of the Senior Analyst, where appropriate.

Job Requirements:

  • Post-secondary degree or diploma in computer science or other field related to information systems and technology, or equivalent related work.
  • Minimum 3 to 5 years’ experience in an Operations support environment and or Service Desk environment.
  • Information Technology Infrastructure Library (ITIL) foundation certification in IT Service Management is considered an asset.
  • Participation in on-call support rotation along with periodic overtime will be required.
  • Bilingualism (English and French).

Candidates looking to apply for this role are to send us an updated version of their resume in confidence. Our team will be sure to review all applicants and follow up accordingly at the conclusion of the review process.

To apply for this job email your details to info@myticas.com.