IT Services, Service Analyst

1 month ago

Brampton, Canada Atlantic Full time

Posting Details

Job Details

Description

From corrugated packaging, paper bags, retail displays, pre-print, supply and inventory management, paper mills and recycling, Atlantic is strategically positioned to provide customers with a total packaging solution. 

  THE OPPORTUNITY:

We are seeking a talented and motivated IT Service Analyst to join our IT team in the west end of the GTA (Brampton/Mississauga).

As an IT Service Analyst, you will play a critical role in ensuring the efficient and effective delivery of IT services to our organization. This role involves working closely with end-users, technical teams, and external vendors to maintain high-quality IT services and support our business operations.

What you will be doing:

Provide first-level support and troubleshooting assistance to end-users, ensuring timely resolution of IT-related issues. Manage and prioritize incoming service requests, incidents, and problems through our service desk system. Work collaboratively with technical teams to resolve complex technical issues and escalate problems when necessary. Maintain and update documentation related to IT services, including standard operating procedures (SOPs), knowledge base articles, and incident reports. Assist in the planning, implementation, and management of IT services, including change management, service request fulfillment, and incident management. Monitor and report on the performance of IT services, ensuring they meet agreed-upon service level agreements (SLAs) and Key Performance Indicators (KPIs). Identify and address the root causes of recurring IT issues, contributing to long-term problem resolution. Collaborate with vendors and service providers to ensure the delivery of IT services and manage vendor relationships. Provide user training and guidance on the use of IT services, promoting best practices and security awareness. Actively seek opportunities for process improvements and technology enhancements to optimize IT service delivery. Ensure compliance with IT security policies and regulations, contributing to a secure and compliant IT environment.

What you will bring to the table:

Bachelor's degree in computer science, information technology, or a related field (or equivalent experience). Proven experience in IT service management and support. Strong knowledge of Office 365 applications, including Exchange Online, SharePoint Online, OneDrive for Business, and Teams. Strong knowledge of ITIL (Information Technology Infrastructure Library) principles and practices is a plus. Excellent problem-solving skills and the ability to work effectively under pressure. Strong communication and interpersonal skills for interacting with end-users, technical teams, and vendors. Detail-oriented with excellent organizational and documentation skills. A customer-centric mindset and a commitment to delivering exceptional service. Knowledge of IT security best practices is a plus. IT certifications such as CompTIA A+, ITIL Foundation, or relevant vendor-specific certifications are a plus.

Atlantic Packaging is dedicated to fostering an inclusive environment where all colleagues and customers feel valued and supported. We are committed to developing our team to reflect the diversity of our communities in which we live and work and seek applicants with a wide range of abilities. If you require accommodation, please contact .

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