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Service Desk Support Analyst

Company:
vTech Solution Inc
Location:
Edmonton, Alberta, Canada
Posted:
March 15, 2019

Description:

Description of Services

• Provide front-line telephone support.

• Assist clients in webinar event planning and scheduling.

• Webinar In-event Hosting and Support

• Webinar event onsite Support within Edmonton Area

• Diagnose and troubleshoot customer problems with video conference end points.

• Provide service and support for applications and functions unique to the worksite/business unit.

• Provide service and support for IP based videoconferencing equipment.

• Assist clients and provide coaching on new/existing hardware and software.

• Knowledgeable of, and provide basic level support for, video conferencing booking applications and conference reservation system.

• Development end user training as required.

• Provide end user training sessions as required.

• Use Service Desk administration software (ITSM) to log all Service Desk contacts and document their resolution.

• Participate in related projects as required.

• Status reporting and other duties as required.

• Develop and maintain documentation as required.

• On-site support for around the Edmonton area as required

Evaluation Matrix - Mandatory Skills

M1 - Minimum combined years of relevant education and experience in a role similar to this. Experience must be applicable to this role.Acceptable education includes degrees, diplomas and certificates.

M2 - Experience working directly with clients, and coordinating with both external and internal business areas to ensure communications are relayed to all parties.

M3 - Experience working on supporting multiple applications for various stakeholders at one time.

M4 - Experience as an Application Help Desk analyst in working with external stakeholders, and providing assistance, troubleshooting, training to inquiries in large-scale enterprise applications (information on applications supported must be included in claimed experience).

M5 - Experience working with Microsoft Office tool suites.

M6 - Experience in utilization of any the following Help Desk software or equivalency: BMC Remedy, Cherwell, MS Team Foundation Server, Rational ClearQuest, HEAT, etc.

M7 - Experience working with video conferencing equipment and services

M8 - Experience working with web conferencing and webinar platforms

D5 - Experience supporting web-based systems with knowledge of various internet browsers, including but not limited to: Internet Explorer, Google Chrome, Firefox, and Safari.

D6 - Experience providing end user operational system support, including data collection, data editing, data validation and data conversion.

D7 - Experience with Video Conferencing Technologies

D8 - Experience documenting user requirements, business processes, and workflows.

D9 - Experience in planning/performing/monitoring User Acceptance testing.

D11 - Experience developing and delivering user manuals and training materials.

D12 - Experience working with MS SharePoint sites.

D13 - Experience with using video conferencing, web conferencing and Webinar platforms.