Service Desk Analyst Jobs

At Algonquin-Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.
Purpose
The role of Service Desk Analyst is to supply Level 2 support and to be the first or second point of contact for computer, desk phone, smartphone and peripheral related incidents, problems and service requests. The Service Desk Analyst also performs user administration tasks including provisioning of PCs, cell phones and setups.
The Service Desk Analyst analyzed end user related incidents and problems utilizing standard Service Desk Ticketing software and provides timely resolution to these issues or escalates the issue to the appropriate Level 2/3 function.
Accountabilities

• Inventory tracking of PCs and Desk phones and mobile devices
• Tier 2 support of desktop hardware and applications and peripherals. As well as connectivity troubleshooting.
• First or second contact for Incident Management related to support area
• Endpoint imaging and deployment
• Perform set Asset and configuration tasks
• Procurement, provisioning and setup of endpoints (laptops, smartphones, and tablets)
• Rotational On-Call support
• Executive "white glove" support
• Tier 2 triage of incident tickets, automated alerts and escalation to support teams
• New user, transfers and terminated employee equipment setup and processing - procurement, telephony, mobile, application setup
• Asset tagging and tracking
• General IT Service Requests
• Corporate and executive meeting/event technical support and setup

Education and Experience

• ITIL, CISCO VOIP, Microsoft Exchange and Active Directory
• 3 years + of experience
• Intune, Service Desk Ticketing

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business and as an employee team.
Our Mission
We provide safe, secure, reliable, cost-effective and sustainable energy and water solutions. Our mission is how we create value as an organization—it is what drives us every day to fulfill our purpose.
Our Vision
We better the lives of our customers and communities. Our vision is what we see as possible. It's where we aspire to be, what we want to achieve and how we'll make animpact. It guides and keeps us on the right path as we work towards fulfilling our purposes.
Our Guiding Principles

• Owner mindset
• Entrepreneurial
• Teamwork
• Integrity
• Continuous learning
• Customer Centric
• Outcome focused

What We Offer
Collaborative environment with a genuine flexible working policy
Share purchase/match plan
A defined contribution savings plan
Leadership Development Program
Volunteer paid days off
Employee Assistance Program
Achievement fund
Group Benefit Plan
Variety of Health & Wellness programs
Discount and Perks program
We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.
We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents.
Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honour this commitment in their daily responsibilities.