Description:
End User Services Analyst
Reporting to the End User Services Team Lead, this role is responsible for providing first level technical support to VP internal staff along with maintaining and administering the day-to-day operation of the computer system, helpdesk tickets, and IT-related workstation projects.
Essential Duties And Responsibilities
- Monitor and respond to system messages / computer problems
- Provides IT support for desktops, printers, peripherals, telephone systems, and cellular devices
- Understand and follow all applicable Standard Operating Procedures and work instructions as required
- Maintain and order inventory for printers
- Setup new website accounts and assist customers with Website access issues and document requests on the Help Desk
- Respond to Level 1 requests on the Help Desk and escalate other requests to Level 2
- Update the user access for given IT applications for new and current employees
- Assist with testing of new processes and code changes as required
- Assist with the design, build, test and deployment of automation to reduce the effort required to provide EUS services and support
- Assist with the deployment of operating system upgrades, patches, drivers, and software
- Other duties as assigned
Health & Safety
- Works in compliance with the Occupational Health & Safety Act and follows VP’s policies and procedures
- Conducts self with regard for the safety of all employees
- Participates in health and safety training, meetings, and drills as required; is aware of safety and evacuation procedures
- Reports any health & safety violations or hazards to appropriate contacts (JHSC Representatives, Supervisors, Managers)
Good Manufacturing Practices (GMP)
- Follows and understands all relevant Standard Operating Procedures (SOPs) with respect to Good Manufacturing Practices
Company Culture
- Demonstrates a commitment to VP’s core values of service, care, respect, integrity and community by incorporating these principles into daily work, decision-making, and interactions with colleagues, clients, and stakeholders
- Embodies and promotes VP’s mission of delivering the highest level of service to our member practices through the personal actions of people care.
Skills And Knowledge Required
- Minimum one (1) year of experience working in an IT or Help Desk environment
- Secondary school diploma required; completion of a post-secondary certificate, degree, or diploma in Information Technology (or related field) is preferred
- Excellent communication skills
- Demonstrated ability to troubleshoot and provide customer support
- Strong knowledge of Microsoft Office
- Experience working with ticketing systems and Jira is preferred
- Experience repairing hardware and/or RF scanners would be considered an asset
- Previous experience working at Veterinary Purchasing Company Ltd. would be considered an asset