IT Service Desk Support Analyst – Level 1
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Job Description
IT Service Desk Support Analyst providing first level IT support for TELUS Agriculture. Monitoring systems and managing support tickets while collaborating with customers.
Responsibilities:
- Provide 1st Level Support and monitoring to IT systems and integration solutions
- Report into the Support Team Leader
- Work closely with customers, building a good working relationship
- Create, manage, and resolve support tickets raised against technical issues within agreed time limits
- Monitor the Cirrus and ICE applications and services, ensuring issues are escalated/resolved
- Basic troubleshooting of problems with hosted applications/services and client applications
- Support the roll-out of new applications/customers
Requirements:
- Recent graduate or some previous 1st level experience
- BS Engineering/Computer Science or equivalent experience required
- Be highly self-motivated and proactive
- Have strong communication and documentation skills (written and oral)
- Excellent customer service skills and a desire to help people
- Have a good working knowledge of MS Windows and Unix/Linux OS
- Have a working knowledge of XML concepts
- Have an understanding of relational databases and SQL Queries
- Demonstrate an analytical approach to troubleshooting
- Possess a team player attitude and excellent interpersonal skills
- Although not required, any knowledge or experience in the following will be highly regarded: XSLT/XPATH
- Previous experience in IT support
- MySQL
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible working arrangements
- Professional development
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