CP Rail Jobs – Analyst Desk Side Support

Job Description:

Canadian Pacific is a transcontinental railway in Canada and the United States with direct links to major ports on the west and east coasts. CP provides North American customers a competitive rail service with access to key markets in every corner of the globe. CP is growing with its customers, offering a suite of freight transportation services, logistics solutions and supply chain expertise. Visit cpr.ca to see the rail advantages of CP.

Job Responsibilities:

• Actively monitor desk side support workload queue, prioritizing and dispatching work to the desk side support team members. Review and dispatch all hardware tickets for locations handled by the desk side vendor.
• Document action taken to correct break/fix incidents.
• Initiate corrective workarounds to ensure Service Desk aware of status for timely incident updates
• Install and maintain hardware for new and break/fix services
• Monitor & mentor 3rd party supplier in remote and/or un supported locations to ensure timely delivery of hardware and meeting committed service levels
• Manage and maintain service levels
• Communicate with customer and manage expectations to mitigate downtime and impact to all operations
• Strong Technical understanding of Desktop Operating Systems (functions, features, Configurations, Imaging, Operations), Workstation Hardware, Networking requirements, Active Directory and Services requirements (Including DNS, DHCP) to ensure functional and working implementation. Provide 2nd level support to S13 and S14 desk side analysts.
• Identify process gaps and initiate corrective resolution
• Provide replacement hardware when SLA’s are in jeopardy.

Job Requirements:

• Breadth of understanding for current IS architecture
• Managing Difficult situations customers
• Communication – written, verbal, with passion and conviction
• Strong organizational and time management skills
• Facilitation & negotiation Management skills – drives corrective action
• Microsoft Suite of applications, Desktop hardware and services, VDI solutions, understanding of Active Directory and organizational units
• Understanding the technology for desktop services and interworking with network topology
• Strong analytical and problem solving skills with a structured methodical
• University degree or equivalent in Commerce/Business Administration, Engineering or Computer Science. An advanced degree is an asset.
• Decision Making – quick with risk and mitigation
• 10+ years’ Experience in a broad base of technical management (certifications or equivalent experience is desirable)
• Knowledge of Desktop deployment tactics

Job Details:

Company: Canadian Pacific Railway

Vacancy Type:  Full Time

Job Location: Calgary, AB, CA

Application Deadline: N/A

Apply Here

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