Type: On-call
Oakville, ON
Pelmorex Media is a
Canadian company who owns and operates a 24/7 National Public Alerting system.
This system collects public alerting messages from Government Agencies and
makes them available to Last Mile Distributors such as radio and television
stations, as well as cable and satellite TV companies for display to the
Canadian Public, thereby helping forewarn
the Canadian public of any imminent
danger related to persons or property.
The Service Desk
Analyst (SDA) is responsible to provide time sensitive first line technical and
user support in a critical 24/7 Network Operations Centre (NOC). You will
proactively monitor a variety of monitoring tools to ensure the messages are
delivered through the system and are available to Last Mile Distributers. You
are responsible for the monitoring, troubleshooting, logging and tracking of
all technology and user related requests regarding the system. This position
requires the SDA to be the subject matter expert on the National Alert
Aggregation and Dissemination (NAAD) System.
The Job: A
day in the life of a Service Desk Analyst:
- Responsible
for ensuring critical time-sensitive, efficient and courteous support is
provided to all users of the system. - Responsible
for logging all incidents, creating tickets and escalating to next level
support; also responsible for and providing 360 follow-up of resolution
with users of the system, ensuring that a full history of all problem resolution
activity is available for historical, statistical or auditing purposes. - Responsible
for following standard operating procedures. - Responsible
for all operation report generation, bulletins and posting to our website. - Participate
in trend analysis to determine if incidents are unique or have been
experienced before. - Participate
in creating and executing application and operational tests related to the
system and operations Centre, including the rollout of software updates and the installation of new equipment
with internal support departments and external users of the system. - Participate
in creating and maintaining technical support documentation including User
Guide training material, processes and procedures. - Participate
in conducting training sessions with users of the system. - Responsible
for training/orientation of new Service Desk Analysts as needed. - Participate
in project work and special management change requests, as required.
Responsibilities
and duties may evolve and change over time.
You:
- College
Diploma in Computer Science or Information Technology or equivalent. - Minimum
2 years of professional experience in a 24/7 shift work Network Operations
Centre/Service Desk environment. - Bilingual
(English and French) an asset. - Minimum
1 year technical and process documentation experience; proficient in MS
Office. - Must be
willing to work on a variety of shifts that may include day, evening,
night, weekends and statutory holidays.
What makes
you shine?
- Service
oriented with excellent customer service skills and a desire to understand
and respond to customers’ needs. - Exceptional
organizational and interpersonal skills. - Proactive,
self-starter that works well independently and as a member of a team. - Excellent
troubleshooting, critical thinking and diagnostic skills. - Excellent
written and verbal communication skills, including documentation and
reporting. - Ability
to be hands-on with technology and lead in problem analysis and
resolution.
What’s Next?
Send your resume
to hireme@pelmorex.com. Please quote “Service Desk Analyst,
On-call”
in the subject line.
We thank all
applicants for their interest, but only those selected for an interview will be
contacted. As a condition of employment, this position is subject to the
successful completion of pre-employment reference checks.
Pelmorex Media
Inc. is committed to equity in the workplace.
