Analyst, Service Desk Support

Job Listing No: 9740000

Analyst, Service Desk Support

Analyst, Service Desk Support – Location in Loveland, CO/Calgary, AB/ Saskatoon,SK or Northbrook, ILWhy work at Nutrien? Great question!Safety is a core value at Nutrien. Keeping every employee safe, healthy and secure is our top priority. Nothing is more important than seeing our people go home safe at the end of every single day.While working here you will have the opportunity to grow your career while helping us feed the future. We pride ourselves in hiring from a variety of backgrounds and truly believe that it is our differences that make us stronger so we hope you will join us.In addition to exciting and challenging opportunities, Nutrien offers competitive salaries, great benefits and performance based incentives.Outside of the skills and necessary qualifications, you will be committed to sustaining our safe and positive work environment while welcoming working side by side others in a diverse culture. Culture at Nutrien is the core of everything we do and all employees are respectful of diverse opinions and views.Reporting to the Supervisor, IT Service Desk, the successful candidate will work in Loveland, Colorado. This role is a critical part of our first line IT support to Nutrien via phone, email, self-service, and web-chat. They are expected to be business outcome focused and technically competent IT generalists, able to learn and support business functions priorities to properly assess issues and drive end user outcomes effectively.  Key Tasks:Support the latest Microsoft operating systems and Microsoft ProductsSupport the latest mobile devices (e.g., iPads and iPhones)Provide front line support to end users and other IT colleagues via phone, e-mail, web-chat, self-service, social media and occasionally in-personLog, resolve and/or track progress and resolution of all incidents and service requests reported to IT SupportAsk questions to determine nature of the incident and walk customer through problem-solving processPerform password resets and user account lockout diagnosticsManage critical incidentsEscalate incidents and requests to level 2+ groups as requiredAct as liaison between customers and level 2+ support teams to collaborate on continuous improvementInstall, modify, and repair computer hardware and software via remote access meansRun diagnostic programs to resolve incidentsIsolate Local Area Network (LAN) and Wide Area Network (WAN) technical problemsFollow up with customers to ensure issue has been resolvedUpdate the internal knowledgebase with issue resolution detailsRun reports to determine malfunctions that continue to occurSupport for the above tasks is primarily completed by telephoneSkills:Able to organize and work independently while working in a team environment, keeping everyone informed of activitiesCustomer Service-orientation with a passion for customer satisfaction and commitment to realizing operational excellenceInterpersonal skillsProblem SolvingTime Management Preferred Qualifications:Bachelor’s degree in Computer Science, Engineering, Business, or other relevant fieldAt least 2 years of IT experience supporting desktop issues within an enterprise environment in a support role in a PC environmentSolid knowledge of computer and network technology to include servers, VPN, and Active DirectoryExperience with enterprise Incident Management solutions, preferably ServiceNowFluent in written and spoken English, along with well-refined presentation skillsDesired certifications:  ITIL Foundations and MCDST certifications and Experience using LogMeIn, RDC, SharePoint and Citrix technologies  Nutrien is committed to creating an inclusive workplace.  We encourage applications from all well qualified candidates who reflect the diversity of the regions where we operate.  This includes recognizing the voluntary identification of status such as gender, sexual orientation, visible minority, Indigenous status, persons with disabilities, and veterans, where applicable.If this sounds like a good match, apply now. This job will remain posted until filled. You may be required to undergo a background check and substance test in accordance with Nutrien policies.While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.  **EOE race/color/sex/sexual orientation/gender identity/disability/veteran

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