Service Desk Analyst (U25-024)

ABOUT US
At FortisAlberta we invest in our greatest resource – our people. As Alberta’s largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.

APPLICATION DEADLINE: March 24, 2025
TITLE: Service Desk Analyst (U25-024) 
DEPARTMENT: Information Technology  
WORK LOCATION/OFFICE:  Airdrie                                                               
STATUS: 01 Full Time - Salaried  
NUMBER OF HIRES: 1                  

                

DESCRIPTION:
Under the general supervision of the Supervisor IT Service Desk, the Service Desk Analyst will primarily be responsible for providing leadership and work coordination to ensure the efficient delivery of exceptional customer service to FortisAlberta clients.  This will include being directly involved in the development and implementation of processes relating to the evaluation, selection, management and support of hardware and software issues ensuring a rapid restoration of service.  This is inherent to an ITIL standard Service Desk adhering to solid Incident, Problem and Change Management processes.       

DUTIES & RESPONSIBILITIES INCLUDE (but not limited to):
•    Point of contact for the IT organization and is responsible for all functions related to Incident Management including:
     o    Incident identification
     o    Recording
     o    Classification
     o    Investigation / diagnosis
     o    Resolution / recovery
     o    Tracking / closure
     o    Monitoring and communications
•    Point of contact for all Service Desk escalations and communications
•    Manage Incident Management data base (Ivanti) to ensure timely resolution of incidents and effective communication with clients and other support groups. This would include queue management for Logistics queue 
•    Develop, document and maintain Service Desk workflows, practices, procedures and documentation 
•    Develop and maintain Service Desk metrics to ensure SLA objectives are met or exceeded
•    Prepare weekly and monthly service reports when required 
•    Identify and implement service/quality improvements pertaining to resource utilization, workflow processes and customer service  
•    Effectively diagnose and resolve technical issues involving desktop, server and network node outages
•    Provide technical expertise and operational support for MS Office Suite and other supported software products
•    Represent the Service Desk as Subject Matter Expert (SME) to both clients and other support groups 
•    Process Service Requests ensuring appropriate approvals and task assignments
•    Process Telecom requests ensuring appropriate approvals and task assignments
•    Perform Telecom configuration changes and maintain appropriate documentation / files and related billing information
•    Main computer equipment stock levels and submit orders as necessary for consumables and ergo equipment etc
•    Perform Goods Receipts on equipment received
•    Special projects and other duties, as assigned 

KNOWLEDGE, SKILLS & ABILITIES: 
•    Strong verbal and written communication skills including the ability to clearly present information to various audiences in both formal and informal settings
•    Strong commitment to exceptional customer service focus with the proven ability to develop and maintain effective relationships with team members and internal and external stakeholders 
•    Demonstrated ability to build strong partnerships with all levels of employees through intuitive business insight and personal credibility; this includes the ability to make recommendations and influence outcomes
•    Demonstrated ability to resolve issues by analyzing and evaluating possible solutions    
•    Excellent organizational and time management skills to manage multiple priorities and competing demands with tight timelines 
•    Proven ability to lead teams in areas of expertise; this includes providing clear and concise direction, guidance and mentoring team members 
•    Proven ability to both lead and work within a team environment 
•    Positive, assertive attitude capable of ensuring a win – win resolution to client and business problems
•    Demonstrated ability to translate technical ideas and methodologies into common terminology
•    Excellent knowledge of Microsoft O/S, Office Suite, Anti –Virus software, remote control products and automated software distribution; familiarity with SAP would be an asset 

REQUIRED QUALIFICATIONS: 
•    A Degree or Diploma in Computer Science or a related discipline plus a minimum of five (5) years of experience in a corporate Support Services / Delivery Technology Enterprise environment;
     o    An equivalent combination of education and experience may be considered.

PREFERRED QUALIFICATIONS:
•    A certificate or professional designation in Project Management or Business Analysis would be considered an asset.
•    One (1) year of experience in an IT Technical Writing or Quality Assurance position would be considered an asset. 
•    Certification in one or more of the following would be an asset:
     o    Microsoft Office Specialist (MOS), Microsoft Certified Professional (MCP), or other related Microsoft certification(s)
     o    A +
     o    ITIL Foundations or other ITIL certification(s) 
     o    Help Desk Institute (HDI) certification(s)  

Special Conditions: 
•    Participation in an on-call technical support rotation is required
•    This position will be required to work non-standard shifts which may change on a periodic basis
 

TO APPLY TO THIS POSITION: Please submit your resume via the button below: "Apply"

We thank all applicants for their interest, however, only those candidates to be considered for an interview will be contacted.

If you receive an error message when applying, please contact the system administrator at: Recruitment@fortisalberta.com