IT Service Desk Analyst

3 weeks ago

Mississauga, Canada IKO Industries Ltd. Full time

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you

**Job Description**:
WHAT’S IN IT FOR YOU?
- Competitive salary
- Competitive health and benefit plan
- Competitive matched retirement savings program
- The opportunity to join a continuously growing organization with focus on Diversity and Inclusion
- The opportunity to work with an industry leader in manufacturing

WHEN YOU JOIN US YOU WILL BE;

Operational Delivery
- Provide 2nd level support, including deskside support and travel to regional locations as may be needed.
- Ensure tickets are created for all client contacts.
- Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.
- Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority.
- As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
- Identify trends in incidents to support problem management. Record all outages within the ticketing system.
- Provide basic “how-to” training to end users.
- Seek approval to purchase, deploy or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be needed.
- Maintain accurate tracking and recovery of IT equipment.
- Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs.
- As assigned, author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies.
- Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
- Participate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekends.
- Closely adhere to defined Global IT Service Management processes
- change management, incident management, knowledge management, problem management, request management and service level management processes.
- Additional duties as assigned by the Manager, Service Desk.

Technical Expertise
- Resolve all tickets within scope through use of experience, scripts/knowledge base, detailed research or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.
- Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
- Create change tickets in support of end user-related changes. Perform scheduled changes or deployments and ensure accurate completion of change tickets.
- As assigned, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards and best practices. Make recommendations to Manager, Service Desk for inclusion in technology roadmap.

Project Delivery
- Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly. Help ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery.

Team Leadership
- Actively participate in knowledge sharing, including training new team members and cross-training peers.

OUR IDEAL CANDIDATE;
- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
- Minimum 1 year of experience in IT Level 1 support, 2-3 years’ experience in IT Level 1/Level 2 support preferred.
- Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
- Experience troubleshooting issues clients may be having when connecting to or using network services.
- Excellent customer service skills with an ability to demonstrate empathy.
- Experience supporting both onsite and remote users.
- Experience providing Executive-level support.
- Strong troubleshooting, investigative and problem-solving skills.
- Ability to design and develop end-user & training documentation.
- Enthusiastic and pleasant attitude.
- Strong desire to learn.
- Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes.
- Upholds best practice standards as we

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