End User Support Analyst(12month Term Certain)

Reporting to Manager, Digital Operations, the End User Support Analyst's responsibility will include, but not limited to, effectively performing day-to-day operations through receiving, responding to, resolving and escalating incidents and service requests by phone, email, online and in-person following ITSM processes. The EUS Analyst will work with other areas within AFSC to coordinate all activities associate with the life cycle of software and hardware.

What will you be responsible for?

• Understand end user needs and requirements, and provide excellent service by fulfilling expectations, while maintaining corporate standards, security, confidentiality and policy compliance.
• Identify and report potential opportunities within Digital Services Foundation & Operations.
• Perform diagnosis and resolve documented basic operational or technical incidents and requests.
• Provide advice and assistance to users to resolve basic queries and ensure call notes are timely, accurate and complete. Resolve incidents within the agreed service levels and follow up with the end user to ensure full functionality has been restored before resolving the ticket.
• Documents work according to documentation standards, with moderate editing required.
• Assist with knowledgebase documentation for recurring issues including root cause identification and workaround acceptance.
• Understand the configuration management process and use of the Configuration Management Database (CMDB) to achieve effective results. Maintain records in compliance with company standards, and run reports.
• Clearly explain problems and issues to end users and management while contributing to their resolution. Manages expectations by reviewing incidents/requests and communicating status.
• Test and install applications and associated products effectively to ensure they are suitable for use and meet client requirements. Provide basic troubleshooting and optimization for technical problems.

What are we looking for from you?

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Holds self and others accountable to meet commitments.
• Plans and prioritizes work to meet commitments aligned with organizational goals.
• Builds partnerships and works collaboratively with others to meet shared objectives
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Anticipates and adopts innovations in business-building digital and technology applications.

What else is in it for you?

• Health, dental, and vision benefits on your first day of employment
• $950 health spending account
• Corporate functions
• Winter closure
• PSPP contributions
• Generous vacation and special leave days
• Health and wellness initiatives

Qualifications:

• Computer Systems Diploma
• 3 years of related experience
• Driving required in the course of employment: Driving may be required in the course of employment, but adjustments could be made temporarily if necessary and the employee could still perform the core duties of the role if that employee temporarily lost their driver's license.

For those not meeting the minimum education, additional related work experience will be deemed equivalent. Pro-active in continued professional and personal skill development is an ongoing expectation.