Service Desk Analyst

**ABOUT INFRA PIPE SOLUTIONS LTD**

Infra Pipe is currently seeking a Service Desk Analyst to work out of our Mississauga location. Working under the guidance of the Director of IT, the analyst is responsible for providing first-level technical support to end-users, ensuring timely incident resolution and request fulfillment. By leveraging industry best practices and drawing upon their expertise, the analyst contributes to the smooth operations of the organization’s IT services and enhances end-user technology satisfaction. Our end-users are in Mississauga, Huntsville, Saskatoon, New Jersey, Oklahoma, and Tennessee as well as remote work-from-home sales representatives.

**MAIN RESPONSIBILITIES**:

- Log all incidents and service requests into the service desk ticketing software.
- Analyze and troubleshooting reported incidents aiming to resolve them promptly or escalate to the appropriate resource as necessary following the defined service level agreements (SLAs)
- Ensure professional and timely communication and updates to end-users regarding the status and progress of their incidents.
- Process and fulfill service requests from end-users such as account creations, access requests, software installations, hardware configuration and deployments, etc.
- Adhered to defined processes and procedures while fulfilling service requests to ensure accuracy and compliance.
- Identify recurring incidents and potential problems to proactively minimize their impact on end users and the organization.
- Contribute to problem management activities by conducting root cause analysis and providing necessary documentation.
- Assist in the updating and patching of software and cyber security vulnerabilities.
- Assist in the management of IT assets including hardware and software inventory.
- Maintenance of inventory using the service desk ticketing software.
- Contribute to the creation and maintenance of knowledge articles and documentation to facilitate efficient incident resolution and request fulfillment.
- Continuously update the knowledge base with new solutions and best practices.
- Actively participate in process improvement initiatives and propose ideas to enhance the overall efficiency and effectiveness of the service desk operations.
- Stay updated with the latest industry trends, technologies and best practices related to service desk operations.
- Actively participate in all Health & Safety training and promote a safe work environment.
- Other duties/tasks/special projects as determined by the manager.

**REQUIREMENTS**:
**Work Experience**:

- Prior experience in a similar role preferably in a medium to large-scale organization.
- Strong knowledge of IT service management principles, particularly ITIL.
- Deep knowledge and understanding of operating systems (Windows, Mac, Linux, iOS, Android)
- Ability to provide basic technical support issues, providing level 1 support to end users.
- Strong interpersonal, organizational, and time management skills enabling multi-tasking.
- Prioritizing work and exercising initiative to ensure an efficient and quality level of service.
- Attention to detail and accuracy.
- Strong analytical and problem-solving capabilities.
- Ability to work independently and with mínimal supervision (self-starter).
- Work as part of a high-functioning team.
- The ability to develop strong and effective working relationships at all levels of the organization.
- Excellent communication skills.
- Proactive attitude towards learning and professional development.

**Formal Education**:

- Related post-secondary diploma or degree in Computer Science or Information Technology

**Salary**: $50,000.00-$55,000.00 per year

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Tuition reimbursement
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Mississauga, ON L5N 2V8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 1 year (preferred)

Work Location: In person