Service Desk Analyst
CurrentPrimary Functions:First point of contact of all users in the company via phone and email.Troubleshoot various desktop applications including Microsoft Office Suite 2011 - 2016, Microsoft Outlook 2011 - 2016, Microsoft Windows XP/7/10/11 proprietary applications, network connections, network printers, VPN, Sharepoint,NextCloud, Citrix application, software or hardware issue.Over and above the duties of a regular Tier 1 IT Service desk Analyst.Equipment deployment such as Desktop, Laptop & Deskphones/Mobile Phones.Computer Re-imaging and Document changes in ITAM.Process user account administration tasks in Active Directory such as creating user account, security groups, etc.Respond to and troubleshoot inbound calls in a timely and accurate manner for hundreds of users in approximately 28 locations in AB and BC with average of 85%> First call resolution and <30 sec of wait time.Setting up users Desktop and making sure its connected to the network and able to login to account and other application.Printing ID tags.Create tickets and detailed record of calls and route escalated calls to remote teams.Contacting Vendors to resolve issue as quickly as possible.
