Service Desk Analyst
2 months ago
**Careers**:
**Service Desk Analyst**:
**Toronto, ON (or remote) | Full-time**:
**Position Summary**:
You will work independently or as part of a larger team to provide end
user support for Managed Services customers. You will also monitor and respond
to system alerts.
**Role & Responsibilities**:
- User and device onboarding and offboarding - Provisioning and deprovisioning of user accounts and permissions.
- Prepare, conduct and schedule required monthly system patching.
- Image laptops and prepare for delivery. Setup of mobile devices.
- Perform backup job monitoring and restore testing.
- Respond to user-created incidents and service requests within SLA.
- Use RMM and other tools to monitor and manage desktops.
- Respond to system alerts, create tickets, assign severity, and prioritize work accordingly while collaborating with other staff and vendor support resources to resolve issues.
- Work with other members of the Shared Managed Services team to improve operations, escalate issues, and streamline processes.
- Prepare and maintain knowledge base documentation. Refer to knowledge base and various documentation to help resolve issues.
- Execute change management and incident management processes.
- Other duties as required.
**Qualifications**:
- Strong written and verbal skills with excellent communication and customer service skills.
- Basic knowledge in Microsoft technologies such as M365 and Azure cloud services, Windows server, laptop and mobile device management, backup technologies, virtualization concepts, and security.
- Basic knowledge of endpoint hardware and operating system technologies.
- Detailed-oriented, motivated and can work in a highly collaborative and innovative environment.
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