KNOWLEDGE, SKILLS & ABILITIES

• Extensive knowledge of hardware, software, and applications.
• Ability to install, diagnose, repair, maintain and upgrade all end-user devices and peripherals.
• Ability to provide excellent customer service to internal clients.
• Honesty and integrity – ability to be discreet, confidential and security conscious.
• Excellent planning, organizational and analytical skills.
• Good oral communication skills – ability to present IT concepts in user-friendly language.
• Proven written communication skills.
• Self-directed with ability to work independently and as part of a team.

EDUCATION & EXPERIENCE

• Degree and/or diploma in a computer related field or discipline or related experience.
• Two (2) years computer support experience in the corporate or charitable sectors. Knowledge of Microsoft Windows, Linux and Apple Mac operating systems. High degree of proficiency in MS Office products including Microsoft 365. Extensive hardware, software, and application knowledge.

PURPOSE SUMMARY

The Service Desk Analyst will provide escalation point of contact for end-users to receive support and maintenance within Compassion Canada’s main office and remote computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and peripherals to ensure optimal workstation performance. This also includes back-end systems and network configurations as required for support. They will work closely with the other IT team members, to troubleshoot problem areas (using various tools and channels) in a timely and accurate manner and provide supported end-user assistance where required. This person will also take on projects related to end user service, maintenance, and process improvements.
Working alongside other members of the Marketing & Digital Growth Team, this will be a key role within the Information Technology (IT) portfolio.

TASKS & RESPONSIBILITIES

• Perform on-site analysis, diagnosis, and resolution of computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user computers and related hardware, software, and applications.
• Assess the need for and implement performance upgrades to computers, including the installation of the various internal/external components as required.
• Help manage communications (email, IM, VPN etc.) and connection solutions including local area networks, wide area networks, on-premises, and cloud applications.
• Manage end-user accounts, permissions, access rights, and storage allocations in accordance with Compassion Canada standards, policies, and procedures.
• Provide systems back-end level resolutions to internal client issues.
• Collaborate with other IT team members to ensure efficient operation of Compassion Canada’s overall end-user computing environment.
• Receive and respond to incoming Helpdesk calls, pages, chats, and/or emails regarding end-user equipment problems. This includes, but is not limited to, desktops, laptops, mobile devices, printers, projectors, and telephones.
• Perform moves, additions, and change requests as required by department managers and/or supervisors.
• Help to ensure Compassion Canada’s assets (hardware, software) are maintained responsibly.
• Help to enforce Compassion IT standards, policies, and procedures.
• Conduct research on computing products in support of computer procurement, management, and development efforts. Evaluate and recommend products for purchase.
• Assist in developing long-term strategies and capacity planning for meeting future end user device needs and support methodologies.
• Ensure network security at the end-user level is properly configured and maintained.
• Accurately document instances of computer equipment or component failure, repair, installation, and removal.
• Train and/or facilitate in the training of end-users in proper usage and procedures of Compassion Canada’s standard hardware, software, and applications.
• Create and/or maintain documentation related to hardware/software/application installation, maintenance, upgrades, and troubleshooting for the Compassion Canada computing environment.
• Communicate effectively with internal clients to help identify needs and to help evaluate alternative business solutions and strategies.
• Seek opportunities to increase client satisfaction and deepen client relationships as it relates to technology.