Primary Purpose of Position nThe professional level Desktop Support Analyst position is a customer facing technical role requiring intermediate proficiency in multiple IT systems and applications This position is responsible for supporting daily operations desktop and mobile services Responsibilities include operational and administrative functions necessary for ensuring service deliveryn Key Accountabilities nn Analyse and resolve enduser hardware software and connectivity issues both deskside and remotely supporting employeesn Resolve IT tickets within agreed timeframes and ensure all tickets are correctly documentedn Adhere to Service Management practices and agreed timeframes in the creation resolution and progression for all IT Incidents and Service Requestsn Conduct Queue Management activities including the daily management and auditing of the Incident and Service Request queues and monitoring and alerting managers on trendsn Monitor progress on problem resolution and advise users on status of issuen Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our internal clientsn Be responsible for ensuring the office IT environment for designated offices is in working condition and is clean organised safe and securen Ensure the office IT environment for designated offices is well documented so that remote IT staff can develop a full understanding of the office IT environmentn Create and update accurate and consistent records and manage the lifecycle of designated IT assets including the safe and secure disposal of aged assetsn Provide user facing operational support for desktops and applications Contribute to the resolution of operational problems by working collaboratively with virtual peersn Conduct proactive maintenance and administration of designated services including implementation configuration and monitoringn Collaborate with other IT service teams and the Procurement team on lifecycle management to ensure that local IT assets are fully and effectively used during their effective lifen Ensure the safe secure and effective disposal of Stantec computing devicesn Participate in cross training and mentoring with service delivery teamsn Contribute to internal IT OperationalInfrastructure initiativesn Participate in IT projects as an operational resource providing recommendations and performing tasks as requiredn Contribute to the development of operational procedures and documentationn Able to work after office hours as requiredn Support corporate policies procedures and best practices pertinent to supporting Stantecs Infrastructuren Complete all work in line with Stantec Health and Safety programn
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