Service Desk Analyst

Next Generation Manufacturing Canada (“NGen”) is a not-for-profit organization that matches manufacturing companies with new technologies to drive advanced manufacturing in Canada. We are the engine of the Canadian government’s ambitious investment in the Advanced Manufacturing Supercluster, matching federal funds and private investments to industry-led projects.

We promote technology adoption, skills improvements and greater collaboration between technology and manufacturing to help Canadian companies of all sizes navigate the global shift to advanced manufacturing. We use data to link companies, researchers, and investors so they can work together to invent new products or processes.

NGen celebrates Canada’s diversity and is committed to creating an equitable and inclusive
work environment for all employees. We value working with talented individuals from all
backgrounds because we believe that diversity promotes innovation and collaboration.
NGen’s employees are selected on the basis of merit, qualifications, and business needs. Our
strength as a team is based on mutual respect for each employee. Everyone is welcome in
building a stronger advanced manufacturing sector in Canada.

• Respond to inbound customer requests through e-mails, on-line ticketing and calls to identify, investigate, and resolve issues in a prompt and courteous manner.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Escalate Level 2 & 3 tickets to the next level of support personnel
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Mobile device configuration, deployment, and management responsibility
• O365 basic tenant Administration that includes Billing & Licensing, Tenant Health Checks Exchange On-line, Teams, Endpoint Manager (Intune), SharePoint and OneDrive
• Basic Azure administration including services like AAD, Domain services, Billing and Consumption.

• 1-3 years of experience in a customer facing Helpdesk / IT Support role
• Certification in Information Technology preferred.

• Excellent communication skills; clear and articulate
• Strong Computer, Mobile device, and technical skills.
• Good understanding of commonly used business software applications, O365 online,
• Windows OS and Cloud Technologies (Azure).
• Strong organization, multi-tasking, and time management abilities
• Knowledge in Cloud Concepts, DNS, webhosting and CRM online
• Ability to work with cross-functional teams
• Experience in Technical Support
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical
• issues as they arise.
• Understanding information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness
• of prioritization of tasks, stakeholders, budget, and time