IT Services, Service Analyst

4 weeks ago

Mississauga, Canada Atlantic Packaging Products Ltd Full time

From corrugated packaging, paper bags, retail displays, pre-print, supply and inventory management, paper mills and recycling, Atlantic is strategically positioned to provide customers with a total packaging solution.

**THE OPPORTUNITY**:
We are seeking a talented and motivated IT Service Analyst to join our IT team in the west end of the GTA (Brampton/Mississauga).

As an IT Service Analyst, you will play a critical role in ensuring the efficient and effective delivery of IT services to our organization. This role involves working closely with end-users, technical teams, and external vendors to maintain high-quality IT services and support our business operations.

**What you will be doing**:

- Provide first-level support and troubleshooting assistance to end-users, ensuring timely resolution of IT-related issues.
- Manage and prioritize incoming service requests, incidents, and problems through our service desk system.
- Work collaboratively with technical teams to resolve complex technical issues and escalate problems when necessary.
- Maintain and update documentation related to IT services, including standard operating procedures (SOPs), knowledge base articles, and incident reports.
- Assist in the planning, implementation, and management of IT services, including change management, service request fulfillment, and incident management.
- Monitor and report on the performance of IT services, ensuring they meet agreed-upon service level agreements (SLAs) and Key Performance Indicators (KPIs).
- Identify and address the root causes of recurring IT issues, contributing to long-term problem resolution.
- Collaborate with vendors and service providers to ensure the delivery of IT services and manage vendor relationships.
- Provide user training and guidance on the use of IT services, promoting best practices and security awareness.
- Actively seek opportunities for process improvements and technology enhancements to optimize IT service delivery.
- Ensure compliance with IT security policies and regulations, contributing to a secure and compliant IT environment.

**What you will bring to the table**:

- Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
- Strong knowledge of ITIL (Information Technology Infrastructure Library) principles and practices is a plus.
- Excellent problem-solving skills and the ability to work effectively under pressure.
- Strong communication and interpersonal skills for interacting with end-users, technical teams, and vendors.
- Detail-oriented with excellent organizational and documentation skills.
- A customer-centric mindset and a commitment to delivering exceptional service.
- Knowledge of IT security best practices is a plus.
- IT certifications such as CompTIA A+, ITIL Foundation, or relevant vendor-specific certifications are a plus.

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