IT Support Analyst

6 days ago

Toronto, Canada Choice Properties Full time

Reporting to the IT Manager, this position will be a team member of the IT support team which provides technical assistance to end-users, performs infrastructure and application troubleshooting on issues reported to the service desk.

Responsibilities:

Provide friendly and helpful customer service as first point of contact for application, and desktop support requests and technical issues. Demonstrate good social skills in a professional services environment, working with a range of personalities and responsibilities from junior staff to senior executives. Interact with users via telephone, remote support tools, and direct desk-side assistance. Provide technical support to user community for application and hardware requests such as: Windows 10, standard desktop applications and SAAS applications.  Imaging and troubleshooting of standard laptops and PCs. Executes first level problem determination. Assist internal users with troubleshooting of computer related issues such as password resets, email setup, software installation, etc. Maintain ownership of tickets/issues from filing through to completion including regularly communicating updates to clients on ticket status within the Ticketing System. Recommending workarounds to customers on issues when possible and creating solution articles for known issues to empower customer self-service and future incident resolution. Responsible for time management and resource management to resolve all user requests effectively, and appropriately. Follow policies and procedures to include incident/problem escalation. Analyze, document, and escalate critical requests and incidents to L2 Support Team. Coordinate with and assist the infrastructure team with core infrastructure issues and perform preventative maintenance on critical systems including systems, Network & Security matters as per the instructions. Maintenance and troubleshooting of Video conference rooms and report issues to vendor and L2 support.

 
Qualifications:

1+ years of experience in application support, working with end users to resolve their problems for either a complex technical service or software application. Excellent verbal and written English communications skills.  Strong analytical and problem-solving skills  Working knowledge of SAAS Applications. Relevant technical certifications, such as ITIL or other qualifications would be a strong asset.  Good understanding of software concepts  University Degree or College Diploma in a relevant IT discipline or equivalent experience

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