- Service Desk Analyst
- 12 months contract
- Onsite, Brampton
- Willing to work on a rotating shift for 8 hrs. between the hours of 5 AM-12AM
- $30-$36 per hr.
Job Summary
Responsibilities
- Responds to all reports of technology incidents, service requests, and how-to inquiries via phone, email, walk-in, IM, and the IT Self Service Portal in a prompt, efficient, professional and courteous manner.
- Records, tracks, and updates all incidents, service requests (catalog items), and how-to inquiries and coordinates with vendors to create tickets via phone, email, or web, ensuring adherence to incident and request management procedures.
- Provide first-level support for client hardware, virtual machines, software, multi-factor authentication tools, USB encrypted keys, mobile devices (e.g., smartphones, tablets), & VDI infrastructure and escalate complex issues, serving as a liaison between different support levels.
- Provides follow-ups and status updates to members and internal ITS personnel on incidents, service requests, and escalated issues.
- Monitors system performance, reports and records outages or service degradations, and initiates major incident and problem tickets as needed.
- Keeps members informed about new procedures, maintenance windows, IT advisories, and other important updates to ensure smooth operations.
- Manages onboarding and offboarding processes by creating, modifying, and deactivating user accounts, permissions, and access across various internal and external systems.
- Maintains and administers email accounts, calendars, shared mailboxes, and distribution groups to ensure seamless communication and access control.
- Creates, updates, and formats Service Desk documentation in the Knowledge Base.
- Analyzes Service Desk processes to identify and recommend improvements for service efficiency.
- Analyzes, releases or escalates suspicious emails to ensure compliance with cybersecurity protocols.
- Performs additional duties as assigned.
Qualifications
Education / Knowledge
- A Community College Diploma in a computer-related discipline or equivalent, or an equivalent combination of education and experience. ITIL Foundation and above certifications an asset.
Experience
- A minimum of two (2) years related experience required.
- Demonstrated knowledge of current desktop operating systems such as Windows, Mac, OS, iOS, iPadOS.
- Demonstrated knowledge of supporting virtual infrastructure such as VMware.
- Demonstrated knowledge of supporting on-premises and cloud-based Azure AD.
- Demonstrated knowledge of supporting MDM platforms such as Workspace One.
- Demonstrated knowledge of supporting two-factor authentication and identity providers.
- Demonstrated knowledge in supporting clients using remote tools.
- Demonstrated knowledge in managing key processes in an IT organization, e.g. Service Delivery, Users Management, Change, Incident and Problem Management, and IT Infrastructure Library (ITIL).
- Demonstrated written communication skills.
- Demonstrated analytical, research and problem-solving skills.
- Demonstrated ability to extract relevant information from customers.
- Effective oral communication and interpersonal skills.
- Excellent customer service skills.
Job Type: Fixed term contract
Pay: $30.00-$36.00 per hour
Work Location: In person
