Service Desk Analyst

2 days ago

Brampton, Canada Konica Minolta Full time

Join IT Weapons, a division of Konica Minolta Business Solutions (Canada) Ltd. - a leading managed IT services, cloud solutions and consulting firm that has won over 30 awards for service excellence and technical leadership and is ranked among the top 50 IT service providers in North America.

We are looking for a Service Desk Analyst to join our dynamic and highly collaborative team. As a Service Desk Analyst, you will be responsible for providing front-line support over the phone for hardware and software related issues or remote assistance, performing root cause analysis for end user and server-related problems, monitoring client IT systems to ensure maximum efficiency and minimizing downtime, creating and updating technical documentation, and escalating technical support issues internally and externally with manufacturers and vendors.

**Key Responsibilities**:
Provide front-line support for both hardware and software related issues via telephone or remote assistance in a timely manner.

Perform root cause analysis for end user and server-related problems.

Monitor client IT systems to ensure maximum efficiency and minimize downtime.

Follow-up on ongoing support issues and communicate developments to clients.

Escalate technical support issues internally as required.

Create support cases externally and follow up with vendors as required.

Create and update technical documentation.

NOC (Network Operating Centre) rotation duties (Monitoring client environments for alerts).

Assume the service desk evening / weekend duties based on a rotational schedule.

Identify and remediate security-related incidents.

Submit regular time sheet entries.

Ongoing professional development and industry certification.

**Key Requirements**:
Good understanding of networking fundamentals and troubleshooting skills.

Strong troubleshooting skills for LAN / VPN connectivity issues for workstations.

Strong troubleshooting skills for WAN connectivity issues for sites.

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.

Supporting cloud-based telephony / VOIP solutions.

Legally eligible to work permanently in Canada.

Stable and consistent home internet connection.

*Bilingual (French) optional*.

**Education Requirements**:
University Degree and/or related Technical Diplomas are encouraged.

**Benefits**:
Goal-oriented performance bonuses.

Additional pay for evening and weekend rotations (NOC).

Retirement savings programs and company matching.

Health, dental, vision, and flex care spending benefits.

Employee referral bonuses.

Additional time off (balance days, etc.).

Dedicated professional development time.

Fully paid training and professional certification.

Regular performance chats & coaching.

Opportunities for advancement.

Exclusive employee discounts for travel, local attractions, gym memberships, insurance and more.
- Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer._
- #ITW_
- #KM_
- #LI-VB1_

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