IT Support Analyst I (Dieppe)

Work Location: Dieppe, New Brunswick, Canada Hours: 37.5 Pay Details: $47,200 - $66,600 CAD Job Description Provides technology-based customer service / support for an assigned business segment and/or conducts 1st level analysis research, maintenance, and/or support of systems/applications. Key Accountabilities Customer - Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions - Ensure change activities are performed on time, minimizing risk to the service/business environment - Monitor resources to ensure availability associated with business applications and technology - Identify, resolve, or elevate service delivery issues and/or complaints - Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery - Maintain proficient knowledge of technology components, applications, clients/customers and business services - Prioritize activities to ensure time invested is appropriate to the availability impact - Provide seamless integration of activities and processes, recognizing system interdependencies - Act as an information source to colleagues, business partners and clients/customers - Ensure prompt and timely updates to service issues, and follow through on outstanding problems Shareholder - Deliver and maintain accurate reports and documentation - Follow established procedures and standards - Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP) - Maintain a secure work environment and ensure adherence to notification and escalation processes - Communicate effectively within the team relative to service issues and scheduled changes - Recommend improvements and enhancements to internal departmental processes - Comply with well‑defined enterprise technology delivery practices and standards and project management disciplines Employee / Team - Work effectively as a team, supporting other members of the team in resolving critical service issues - Prioritize and manage own workload to deliver quality results and meet timelines - Support a positive work setting that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/points of interest - Participate in knowledge transfer within the team and business units - Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team Breadth & Depth - Provides front line customer service support to clients on a broad range of issues - Investigates problems beyond own area of knowledge, applying a broad business focus - Assesses level of knowledge of caller and translates information when providing assistance - Prioritizes and may assign problems and service issues to other team members - Co‑ordinates problem resolution and the implementation of changes in accordance with established change processes - Integrates all sources of information when providing assistance to clients - Makes independent decisions within generally defined parameters - Generally reports to a Team Manager Experience & Education Undergraduate degree or Technical Certificate Language Requirement (Quebec only): Sans Objet #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2pidj3