Service Desk Analyst

1 week ago

Mississauga, Ontario, Canada Konica Minolta Full time

Job Summary

Konica Minolta is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing front-line technical support to our clients, resolving hardware and software-related issues, and ensuring the smooth operation of our IT systems.

Key Responsibilities

  • Provide timely and effective technical support to clients via phone, email, or remote assistance.
  • Perform root cause analysis to identify and resolve technical issues.
  • Monitor client IT systems to ensure maximum efficiency and minimize downtime.
  • Escalate technical support issues to internal teams as required.
  • Collaborate with vendors and manufacturers to resolve technical issues.
  • Develop and maintain technical documentation to support client IT systems.
  • Participate in on-call rotation duties to ensure 24/7 support coverage.
  • Identify and remediate security-related incidents.
  • Submit regular time sheet entries.

Requirements

  • University degree and/or related technical diplomas are encouraged.
  • IT technical certifications would be beneficial.
  • Strong understanding of networking fundamentals and troubleshooting skills.
  • Knowledge of Windows Server, Active Directory, Azure Active Directory, Microsoft Exchange, Azure Virtual Desktop, Intune, and Microsoft Office 365 business application support and administration.
  • Knowledge of mobile device support and MDM administration for iOS and Android.
  • Familiarity with server virtualization (VMware and Azure).
  • Knowledge of remote access solutions (Citrix, FortiClient VPN, RAVPN administration, MS Always-On VPN).
  • Familiarity with security fundamentals, SPAM filtering, AV administration, endpoint detection and response (EDR).
  • Ability to use ticketing system for tracking client incidents/requests, service ticket administration, and time entries.
  • Legally eligible to work permanently in Canada.
  • Stable and consistent home internet connection.
  • Bilingual (French) optional.

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