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IT Service Desk Analyst
4 weeks 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**:
Position Summary:
When you join us you will:
- Provides 1st level support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.
- Closely adheres to defined Global IT Service Management processes
- change management, incident management, knowledge management, problem management, request management and service level management processes
- Logs all client contacts into the IT Service Management Tool
- Responsible for accuracy into the IT Service Management Tool
- Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.
- As assigned, research new technologies to stay informed on end point industry standards and best practices. Makes recommendations to Manager, Global Service Desk for inclusion in technology roadmap
- As assigned, creates new and maintains published documentation for technical procedures, policies, and standard processes related to end point technologies
- Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)
- Additional duties as assigned by the Manager, Global Service Desk
- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
- Previous experience with IT Level 1 or Level 2 support roles
- Great customer service skills with an ability to demonstrate empathy
- Experience troubleshooting issues clients may be having connecting to or using network services
- Experience supporting both onsite and remote users
- Strong troubleshooting, investigative and problem solving skills
- Ability to design and develop end-user FAQ & 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 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.
- Able to travel frequently to supported regional locations (10%)
Additional Key Skills/Experience:
- Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices.
- Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)
- Experience imaging/deploying desktops, laptops & mobile devices
- ITIL Foundation certificate
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.
