IT Service Desk Analyst

2 weeks ago

Downsview, Canada Serco North America Full time

Position Description:

Purpose of the Job:

  • This role focuses on keeping clients satisfied with the IT services through daytoday service support by delivering and maintaining a high quality of service.
  • This role is responsible of troubleshooting technical issues, ensuring that service agreements get met and tickets are resolved and closed in a timely manner.
  • This role requires dealing with the clients and other team members in a professional manner.

Primary Duties and Responsibilities:

  • The Service Desk Analyst is the expert on the endpoint and end user problems and provides system and user support without supervision.
The analyst is also responsible to ensure all services are delivered in accordance with the SOPs and guidelines, which includes:

  • Provide remote service assistance using various webbased remote support tools when necessary.
  • Troubleshoot system / network issues and provide Root Cause Analysis (RCA) working effectivity with partners and while collaborating with other IT streams.
- logging all the cases properly and update/close the tickets in a timely manner. Maintain service ticket ownership throughout the life of the support incident.

  • Escalate highprofile issues for appropriate handling and routing.
  • Vendor assignment and escalations
  • Ensure issues/requests are resolved in a timely manner and in accordance with standard operating procedures.
  • Provide offhour support to avoid any service impact to the customer.
  • Provide endpoint support including but not limited to desktops, laptops, AIO, tablets & KIOSKs
  • Record unique cases to be included in Knowledge base.
  • Communicate recurring cases within the team to address the root cause.
  • Participate in incident reviews as required.
  • Maintain a professional and friendly attitude while communicating with customers and colleagues.
  • Perform other technical duties as assigned.

Qualifications:

Qualifications

  • A Bachelor's degree in Information Technology / Computer Science or related disciplines e.g. Engineering
  • Microsoft certification preferred.
  • Cisco Certification preferred.
  • ITIL Certification preferred.

Experience

  • Experience managing/troubleshooting windows endpoints.
  • Experience managing/troubleshooting other ancillary endpoints (printers, scanners, POS pads, cameras etc.)
  • Software Installs, Active Directory
  • Experience managing network systems: Firewall, routers and switches in a large enterprise.
  • Experience managing VoIP systems.
  • LAN, WAN support and troubleshooting experience.
  • Familiarity and experience supporting the Government of Ontario IT Standards (GO-ITS).
  • Ability to work under limited supervision.

Company Overview:
Serco Inc. (Serco) is the Americas division of Serco Group, plc.

In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation.

We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Serco is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

  • IT Service Desk Lead Analyst

    3 weeks ago

    Downsview, Canada Serco North America Full time

    Position Description: **Purpose of the Job**: - This role focuses on keeping clients satisfied with the IT services through managing service desk team day to day operations, ensure tickets are resolved and closed in a timely manner, tracking service metrics, and helping lead the professionals responsible for services delivered to clients. - This role is...

  • IT Service Desk Lead Analyst

    2 weeks ago

    Downsview, Canada Serco North America Full time

    Position Description:Purpose of the Job: This role focuses on keeping clients satisfied with the IT services through managing service desk team day to day operations, ensure tickets are resolved and closed in a timely manner, tracking service metrics, and helping lead the professionals responsible for services delivered to clients. This role is responsible...

  • IT Service Desk Analyst

    3 weeks ago

    Downsview, Canada Serco North America Full time

    Position Description: **Purpose of the Job**: - This role focuses on keeping clients satisfied with the IT services through day-to-day service support by delivering and maintaining a high quality of service. - This role is responsible of troubleshooting technical issues, ensuring that service agreements get met and tickets are resolved and closed in a...

  • IT Operations Support Analyst

    2 weeks ago

    Downsview, Canada MHI RJ Aviation ULC Full time

    **IT Operations Support Analyst** Our company MHI RJ Aviation Group (MHIRJ) provides comprehensive critical operational, engineering and customer support solutions including maintenance, refurbishment, technical publications, marketing and sales activities for the global regional aircraft industry. Headquartered in Boisbriand, Quebec, and bolstered by an...

  • Pricing Analyst

    4 weeks ago

    Downsview, Canada Mitsubishi Hitachi Power Systems Americas, Inc. Full time

    ur company MHI RJ Aviation Group (MHIRJ) is a world leader in regional aviation. Owners of the CRJ Series aircraft program, we have the largest regional Maintenance, Repair and Overhaul (MRO) network in the world. MHIRJ provides comprehensive critical operational, engineering and customer support solutions including maintenance, refurbishment, technical...

  • Product Safety Analyst

    3 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier est un chef de file mondial qui crée des avions novateurs qui changent la donne. Nos produits et services offrent des expériences de transport de classe mondiale qui établissent de nouvelles normes en matière de confort des passagers, d'énergie, d'efficacité, de fiabilité et de sécurité. Nous sommes une organisation mondiale axée sur la...

  • Product Safety Analyst

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier est un chef de file mondial qui crée des avions novateurs qui changent la donne. Nos produits et services offrent des expériences de transport de classe mondiale qui établissent de nouvelles normes en matière de confort des passagers, d'énergie, d'efficacité, de fiabilité et de sécurité. Nous sommes une organisation mondiale axée sur la...

  • Analyst, Program

    4 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier is a global leader, creating innovative and game-changing planes. Our products and services provide world-class transportation experiences that set new standards in passenger comfort, energy, efficiency, reliability and safety. We are a global organization focused on working together with a team spirit. **In your role, you will**: - Lead...

  • Analyst, Applications

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier is a global leader, creating innovative and game-changing planes. Our products and services provide world-class transportation experiences that set new standards in passenger comfort, energy, efficiency, reliability and safety. We are a global organization focused on working together with a team spirit. **In your role, you will**: - Design...

  • Product Safety Analyst

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier is a global leader, creating innovative and game-changing planes. Our products and services provide world-class transportation experiences that set new standards in passenger comfort, energy, efficiency, reliability and safety. We are a global organization focused on working together with a team spirit. **In your role, you will**: - Advise...

  • Analyst, Strategy

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier is a global leader, creating innovative and game-changing planes. Our products and services provide world-class transportation experiences that set new standards in passenger comfort, energy, efficiency, reliability and safety. We are a global organization focused on working together with a team spirit.In your role, you will: Support the...

  • Human Ressources Infromation Systems Analyst

    4 weeks ago

    Downsview, Canada MHI RJ Aviation ULC Full time

    Our company MHI RJ Aviation Group (MHIRJ) provides comprehensive critical operational, engineering and customer support solutions including maintenance, refurbishment, technical publications, marketing and sales activities for the global regional aircraft industry. Headquartered in Mirabel, Quebec, and bolstered by an Aerospace Engineering Center, MHIRJ’s...

  • Analyst, Program

    4 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier is a global leader, creating innovative and game-changing planes. Our products and services provide world-class transportation experiences that set new standards in passenger comfort, energy, efficiency, reliability and safety. We are a global organization focused on working together with a team spirit. **In your role, you will**: - Lead &...

  • Analyst, Strategy

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier is a global leader, creating innovative and game-changing planes. Our products and services provide world-class transportation experiences that set new standards in passenger comfort, energy, efficiency, reliability and safety. We are a global organization focused on working together with a team spirit. **In your role, you will**: - Support the...

  • (Contract) Analyst, Strategy

    1 week ago

    Downsview, Canada Bombardier Full time

    Bombardier is a global leader, creating innovative and game-changing planes. Our products and services provide world-class transportation experiences that set new standards in passenger comfort, energy, efficiency, reliability and safety. We are a global organization focused on working together with a team spirit. **In your role, you will**: - Support the...

  • Analyste, Stratégie Et Développement

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier est un chef de file mondial qui crée des avions novateurs qui changent la donne. Nos produits et services offrent des expériences de transport de classe mondiale qui établissent de nouvelles normes en matière de confort des passagers, d'énergie, d'efficacité, de fiabilité et de sécurité. Nous sommes une organisation mondiale axée sur la...

  • (Contrat) Analyste, Stratégie Et Développement

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier est un chef de file mondial qui crée des avions novateurs qui changent la donne. Nos produits et services offrent des expériences de transport de classe mondiale qui établissent de nouvelles normes en matière de confort des passagers, d'énergie, d'efficacité, de fiabilité et de sécurité. Nous sommes une organisation mondiale axée sur la...

  • Analyste, Gestion Des Programmes D'ingénierie

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier est un chef de file mondial qui crée des avions novateurs qui changent la donne. Nos produits et services offrent des expériences de transport de classe mondiale qui établissent de nouvelles normes en matière de confort des passagers, d'énergie, d'efficacité, de fiabilité et de sécurité. Nous sommes une organisation mondiale axée sur la...

  • Analyste, Gestion Des Programmes D'ingénierie

    2 weeks ago

    Downsview, Canada Bombardier Full time

    Bombardier est un chef de file mondial qui crée des avions novateurs qui changent la donne. Nos produits et services offrent des expériences de transport de classe mondiale qui établissent de nouvelles normes en matière de confort des passagers, d'énergie, d'efficacité, de fiabilité et de sécurité. Nous sommes une organisation mondiale axée sur la...

  • Assistant Manager

    4 weeks ago

    Downsview, Canada Access Storage Full time

    **ASSISTANT MANAGER** Full-Time DAY shifts. 6 weeks Paid Training Program. No Management Experience Required Pay: $17/hr (up to $35,360/year) + Bonus Ability + Benefits **Job description** Our passion is people! Our culture of continuous improvement paves the way to support you in your success & career growth. We are an essential service with job...