Service Desk Analyst
4 weeks ago
Description
Longo’s is committed to fostering a diverse and inclusive environment where team members have a place to grow and pursue excellence, have the latitude to take ownership of their careers and the support and encouragement necessary to be the best they can throughout their career. We are a Canadian, family operated food retailer which has grown and prospered since 1956. Our team members are dedicated to exceeding customer expectations by offering the best food experience to every customer, every time. It is through such commitment that Longo’s now operates over 36 stores within the GTA along with Grocery Gateway; our online grocery delivery service, is celebrating 65 years of business and is continuing to grow
Are you currently pursuing a career in IT Support?
Do you have outstanding customer service skills?
Why not join us?
**Position: Service Desk Analyst - Permanent**
We are looking for a customer focused Service Desk Analyst with a desire to support members of the business, and a keen interest in Information Technology.
Reporting to the Manager of Service Desk and Application Support you will provide Tier 1 and Tier 2 - level Service Desk support to business partners company-wide (Stores, Support Centre, Longos Fulfillment Centre, Distribution Centre, Central Kitchen) as well as assist with projects. You will be the first point of contact for all IT support matters.
**What you’ll do**:
- Document all inbound incidents and requests in the incident management tool provided (ServiceNow) and follow through with all customer support/request issues.
- Ensures final closure of the Incident or Service Request to the satisfaction of the client.
- Participate in developing the overall IT support service delivery strategy and implementing key IT strategic initiatives such as best-practice and process improvement exercises (i.e., ITIL, IT Security).
- Responsible for I.T hardware and software deployments, modifications, and upgrades which entails:
- to RF Guns, Tablets, Mobile devices.
- Provide IT related On-Boarding/Off-Boarding tasks.
- POS Support - Replace receipt printers, guest and cashier facing monitors along with UPS batteries.
- Anticipate potential problems and ensure that they are fixed before they become larger issues.
- Provide end user documentation and maintain support knowledge base regarding solutions provided.
- Assist with IT/Business related projects as assigned
- Travel to stores and Fulfillment Centre locations as required (License and vehicle required)
- Ensure IT assets are cataloged and accounted for in Asset Management system (ServiceNow)
- Take service desk calls and participating in after-hours and on call support on a rotational schedule.
- Administers, develops, and maintains Service Desk knowledgebase to support service delivery. Contributes to procedures and articles.
- Provide assistance and operational support in assessing and implementing upgrades and/or enhancements to the existing systems.
- Adheres to defined IT Service Management processes (change, incident, and service requests) and operates within defined service levels
- Ability to effectively function in a fast-paced, mission critical technology support environment
- Support Infrastructure Team troubleshooting network issues, replacing UPS batteries, replace network cables, etc.
**What we are looking for**:
- Post-Secondary Diploma or Degree in computer science or related discipline.
- Certifications, such as CompTIA, ITIL, and MCSA a benefit.
- Minimum 1-2 years of experience in a Service Desk environment.
- The ability to communicate effectively with people at all levels in a friendly and professional manner
- Understanding of the ITIL framework
- Strong troubleshooting and problem-solving skills
- Ability to prioritize workload
- Positive, flexible attitude and a willingness to learn
- The ability to adapt quickly to new situations including hours of work as well as new and changing processes, programs and services
- Knowledge of the Desktop operating systems 90% Microsoft, 10% Mac OS
- Strong Knowledge of Microsoft Office 365 including MS Teams and OneDrive
- Experience with computer hardware and software troubleshooting, documentation, ticket management (ServiceNow).
- Basic Knowledge of Azure Cloud and Active Directory
- Familiarity with common IT peripherals i.e. Printers, Mobile Phones, Tablets, IP Phones, docking stations, projectors.
- Knowledge of networks and network protocols such as SMTP, IMAP, DNS, DHCP, in support of resolving issues with device end-points.
- Experience supporting both onsite and remote users will be critical
**Experience with or an understanding of the following is desirable**:
- MS SharePoint
- POS knowledge & Support Experience
- Mobile device management (SOTI MobiControl)
- SCCM
- VOIP
- VNC
- Cisco AMP
- Wireless Technology
- ServiceNow
- RF Gun technology
- Some lifting will be required (monitors, desktop computers, Rack Mounted UPS Batteries, etc.
- Val
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