Quality Analyst developing quality control plans and procedures for Newport News Shipbuilding. Collaborating with various stakeholders to ensure compliance with established standards.
About the role
- Service Desk Analyst managing IT support incidents and requests at McCarthy Tétrault for end users. Contributing to Problem, Change, and Knowledge Management processes in a collaborative environment.
Responsibilities
- Managing end users’ hardware and software related incidents/service requests throughout their entire lifecycle (Create, Assign, Investigate, Resolve, Close) by adhering to the Incident Management process.
- Documenting, logging and tracking all calls, e-mails, voicemails and drop-ins using an Enterprise Service Management software.
- Contributing to the Problem and Change Management processes.
- Contributing and maintaining Knowledge Base Articles by adhering to the Knowledge Management process.
- Providing one-on-one training to end users for specific hardware and software issues.
- Escalating and liaising with other IT teams to resolve incidents and service requests.
- Participating in project initiatives.
- Communicating and working with third party vendors.
- Contributing to the MT People Changes process. (New Hires, Departures, Moves).
- Reporting tasks at the request of the IT Manager.
Requirements
- 3+ years of related experience preferably in a professional services environment.
- College diploma in Computer Systems, Systems Administration, or related technical discipline.
- Good analytical problem solving skills; ability to troubleshoot and resolve application problems.
- Patience, interpersonal skills and an ability to deal with and manage difficult situations.
- Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
- Capacity to adapt to different work schedules (weekdays, weekends), including overtime when needed.
- Willingness to learn new software applications.
- Understanding of ITIL, and its basic fundamentals.
- Experience with Enterprise Service Management software, such as ServiceNow.
Benefits
- Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
- Competitive compensation, paid overtime and generous time off, including a day off to volunteer and a day off for your birthday.
- A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
- Strong community involvement and a commitment to equity, diversity and inclusion.
- A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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