Client Services Analyst II

Summary

The IT Client Services Analyst is responsible for providing both first and second-level technical support to all system users, ensuring that the operations of the IT Service Desk are closely aligned with the strategic objectives and priorities of Enerflex. This position will be based at a designated location, with the possibility of supporting additional sites as assigned, and will require close coordination with IT management and staff members.

Principle Responsibilities and Duties

•    Deliver Tier I and Tier II support for desktop environments, network printing, and all approved software applications.
•    Provide Tier I and Tier II support for enterprise business tools, including SAP and other relevant software as required.
•    Maintain the operational stability and reliability of site infrastructure that underpins Enerflex’s productivity tools and business systems.
•    Administer onsite IT infrastructure services, including but not limited to security services (such as access control and security infrastructure management), backup procedures, and data restoration.
•    Participate in IT project initiatives, particularly those involving the design and implementation of technical solutions.
•    Render onsite technical assistance as necessary to resolve hardware and software issues in a timely manner.
•    Oversee the imaging and deployment of IT equipment, manage hardware asset inventories, and ensure proper equipment allocation to end users.
•    Manage IT processes related to employee onboarding and terminations.
•    Ensure compliance with all internal and external audit requirements and processes as well as provide thorough and accurate responses to audit inquiries.
•    Respond to customer telephone and email inquiries, document incidents and service requests via the ticketing system, and ensure proper follow-up until resolution.
•    Support managerial functions and other leadership tasks as directed.
•    Prepare and deliver technical presentations; follow up with users regarding technical issues, including, but not limited to, matters pertaining to cyber security.
•    Conduct IT orientation sessions for new employees and when introducing new or updated software applications.
•    Uphold strict adherence to all Enerflex policies, including those pertaining to Human Resources, Quality, Health, Safety, Environment (HSE), and other company protocols, procedures, and guidelines.
•    Perform any additional duties as assigned by supervisory or management staff.

Qualifications

•    Bachelor’s degree in computer science or a closely related discipline, or an equivalent combination of education and relevant experience.
•    A minimum of five (5) years of progressive experience in IT support functions is required.
•    ITIL, Comp TIA A + certification or significant experience in ITIL processes, is considered an asset.
•    Demonstrable proficiency with service desk ticketing systems and telephony tools is essential.
•    Familiarity with engineering tools, such as CAD, is highly recommended.
•    Practical experience with BitLocker, SCCM, Microsoft 365 and Microsoft Teams, Azure.

Physical Requirements

•    Excellent command of the English language is required
•    In-depth knowledge of IT infrastructure, including desktop hardware and software, network infrastructure, servers and communications systems, is necessary.
•    Comprehensive understanding of technologies commonly utilized within manufacturing and service-oriented environments is expected.
•    Proven track record of effective collaboration with technical and business professionals within a service-focused organizational structure.
•    Initiative in identifying improvement opportunities or potential issues and ensuring that appropriate corrective action is taken.
•    Capacity to perform efficiently under pressure and contribute meaningfully to the continuous improvement of departmental processes.
•    Attributes of motivation, organization, analytical thinking, systematic approach, strong problem-solving capabilities, process orientation, teamwork, a positive attitude and respectfulness are essential for success in this role.