Service Desk Analyst Co-op
7 months ago
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**:
:
KEY RESPONSIBILITIES:
Operational Delivery
- 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.
- As assigned, author, edit, and QA knowledge base articles or technical procedures related to endpoint technologies.
- Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
- 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, or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.
Project Delivery
- Not applicable for this role
Team Leadership
- Not applicable for this role
MINIMUM QUALIFICATIONS:
- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
- 0-3 years’ experience in IT Level 1 support.
- Great customer service skills with an ability to demonstrate empathy.
- Good troubleshooting, investigative and problem-solving skills.
- Enthusiastic and pleasant attitude.
- Strong desire to learn.
- Upholds best practice standards as well as departmental policies and procedures.
- Excellent listening skills, verbal and written communication.
- Excellent knowledge of English, and Dutch (for locations in Belgium, Netherlands), is required. Knowledge of French or the ability to develop French.
PREFERRED QUALIFICATIONS:
- Experience providing technical support in an enterprise environment consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
- Active Directory knowledge (resetting passwords, familiarity with use of security groups, etc.).
- Experience supporting mobile devices using Intune or other MDM solution.
- Experience configuring and managing desk/soft phones using Avaya or other platforms.
Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
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