Service Desk / Remote Support Analyst

As a Service Desk Analyst at Stantec, you will be the initial point of contact for staff seeking technical assistance with company supported computer applications and platforms. Your role is crucial in providing prompt and courteous customer support through various channels such as phone, remote assistance, and occasional in-person support. Here are the key responsibilities associated with this position: - Respond professionally to requests for technical assistance, ensuring availability and visibility in the Service Desk to assist customers promptly. - Strive for First Call Resolution (FCR) whenever possible to enhance customer satisfaction. - Research and find answers to all customer inquiries using a variety of resources. - Collaborate with IT and affiliated staff to resolve technical issues and escalate complex problems to appropriate resources. - Document resolutions, record details of inquiries, and coordinate with internal departments and customers. - Stay updated with system information, changes, and updates to provide accurate support. - Learn and understand the fundamental operations of commonly used software, hardware, and equipment. - Familiarize yourself with relevant knowledge bases and resources to provide effective solutions. - Follow standard Service Desk operating procedures, accurately log all interactions, and manage customers' accounts. - Participate in an on-call rotation if required. In addition to the primary responsibilities, you are expected to be proactive in learning and adapting to new challenges and situations as you progress in your role. Staying abreast of current news, system information, and updates will be essential to deliver excellent customer support. Your willingness to continuously improve and expand your knowledge will contribute to your success in this position. Stantec, a global leader in sustainable engineering and environmental consulting, values the diverse perspectives of its employees who work across 6 continents to redefine what's possible in advancing communities worldwide. As a Service Desk Analyst at Stantec, you will be the initial point of contact for staff seeking technical assistance with company supported computer applications and platforms. Your role is crucial in providing prompt and courteous customer support through various channels such as phone, remote assistance, and occasional in-person support. Here are the key responsibilities associated with this position: - Respond professionally to requests for technical assistance, ensuring availability and visibility in the Service Desk to assist customers promptly. - Strive for First Call Resolution (FCR) whenever possible to enhance customer satisfaction. - Research and find answers to all customer inquiries using a variety of resources. - Collaborate with IT and affiliated staff to resolve technical issues and escalate complex problems to appropriate resources. - Document resolutions, record details of inquiries, and coordinate with internal departments and customers. - Stay updated with system information, changes, and updates to provide accurate support. - Learn and understand the fundamental operations of commonly used software, hardware, and equipment. - Familiarize yourself with relevant knowledge bases and resources to provide effective solutions. - Follow standard Service Desk operating procedures, accurately log all interactions, and manage customers' accounts. - Participate in an on-call rotation if required. In addition to the primary responsibilities, you are expected to be proactive in learning and adapting to new challenges and situations as you progress in your role. Staying abreast of current news, system information, and updates will be essential to deliver excellent customer support. Your willingness to continuously improve and expand your knowledge will contribute to your success in this position. Stantec, a global leader in sustainable engineering and environmental consulting, values the diverse perspectives of its employees who work across 6 continents to redefine what's possible in advancing communities worldwide.