Service Desk Analyst

4 months ago

Brampton, 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**:
:
KEY RESPONSIBILITIES:
Operational Delivery
- As assigned, author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies.
- Validate employee and team compliance to policy and procedures.
- Closely adhere to defined Global IT Service Management processes
- change management, incident management, knowledge management, problem management, request management and service level management processes.
- Managing the lifecycle of a ticket, plus additional duties as assigned by the Manager, Service Desk, Projects & Audit.

Technical Expertise
- As assigned, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards and best practices.

Project Delivery
- Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members 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.

Collaboration
- Actively participate in knowledge sharing.

MINIMUM QUALIFICATIONS:

- Studying for or completion of Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
- Experience in IT Level 1 support is an asset.
- 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.
- Good 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 well as departmental policies and procedures.
- Excellent listening skills, verbal and written communication.
- Excellent knowledge of English is required. Knowledge of French or the ability to develop French.
- Possession of valid driver’s license is an asset.

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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