Service Desk Analyst II
3 weeks ago
Job Description
Job Purpose
This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.
Essential Functions
Serve as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products (35%) Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%) Collaborate with other analysts to determine resolutions for customer incidents and requests (20%) Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%) Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%) Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%) Other duties as assignedEducation
High School diploma required Certifications, Accreditations, Licenses ITIL Foundations Certification Required Vocational/Technical/Business School (6-8 Months specialized training) preferred Net+, CCENT preferred CCNA desiredExperience
Two years of experience in a Service Desk or technical support environment
Special Knowledge, Skills, and Abilities
Excellent written and oral communication skills Excellent customer service and conflict resolution skills Solid understanding of Information Technology and computing systems Solid networking fundamentals Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint Familiar with ServiceNow Incident Management System Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies Ability to help others while meeting individual performance goals Ability to work remotely-
Service Desk Analyst II
12 hours ago
Toronto, ON, Canada OnX Canada Full timeJob PurposeThis position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary...
-
Service Desk Analyst II
7 hours ago
Toronto, ON, Canada OnX Canada Full timeJob PurposeThis position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary...
-
Service Desk Analyst II
2 weeks ago
Toronto, Canada OnX Canada Full timeJob PurposeThis position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary...
-
Service Desk Analyst II
11 hours ago
Toronto, Canada OnX Canada Full timeJob PurposeThis position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary...
-
Service Desk Analyst II
2 weeks ago
Toronto, Canada OnX Canada Full timeJob Purpose This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary...
-
Service Desk Analyst II
2 weeks ago
Toronto, Canada OnX Canada Full timeJob PurposeThis position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary...
-
Service Desk Analyst
1 month ago
Toronto, Canada AGF Management Limited Full timeAbout the Team AGF’s Service Management team provides a strategic approach to the creation, delivery, support, and management of IT services to the firm. About the Role The Service Desk Analyst will support AGF’s enterprise Information Technology Service Management Program. Your Responsibilities- Act as AGF’s Service Desk lead and perform the...
-
Service Desk Analyst
5 days ago
Toronto, Canada CBI Health Full time**IT Service Desk Analyst** CBI Health is Canada’s leading community healthcare provider, and our passionate team is at the heart of what we do. Every day, our 13,000 staff make a meaningful difference in our clients’ lives as we live the core values that define us: heart, respect, reliability, teamwork and innovation. Along with mentoring and...
-
Service Desk Analyst
4 weeks ago
Toronto, Canada Stefanini Full timeStefanini Group is looking for **Service Desk Analyst** for a globally recognized company in Toronto, CA! The Technology Service Desk Analyst will be based in the Toronto, CA office. Under the supervision of the Senior Delivery Technology Manager (SDTM), they will be responsible for: - Promote 'customer first' approach with all interactions. - Identify,...
-
Service Desk Analyst 1
1 week ago
Toronto, Canada City of Toronto Full time**Job ID**: 35780 **Job Category**:Information & Technology **Division & Section**:Technology Services, Technology Services Delivery **Work Location**:East York Civic Centre **Job Type & Duration**:Temporary, Full-time (12 month vacancies) **Hourly Rate**:$42.72 - $46.81 **Shift Information**: Monday to Friday, 35 hours per week **Affiliation**: L79...
-
Analyst, Service Desk
1 month ago
Toronto, Canada Aecon Group Full time**Come Build Your Career at Aecon!** As a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive! We lead some of the most impactful infrastructure projects of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to...
-
Service Desk Analyst
1 week ago
Toronto, Canada Northbridge Financial Corporation Full timeWhat it’s like to be a Service Desk Analyst at Fairfax Financial The Fairfax Service Desk Analyst is responsible for assisting in providing day to day front-line user support and diagnostics for routine, non-routine, and escalated desktop hardware/software concerns and application questions for assigned business units and/or client groups. We want...
-
Service Desk Analyst
4 weeks ago
Toronto, Canada Gibraltar Solutions Full time**Careers**: **Service Desk Analyst**: **Toronto, ON (or remote) | Full-time**: **Position Summary**: You will work independently or as part of a larger team to provide end user support for Managed Services customers. You will also monitor and respond to system alerts. **Role & Responsibilities**: - User and device onboarding and offboarding - Provisioning...
-
Bilingual Service Desk Analyst
1 week ago
Toronto, Canada Swoon Full timeSwoon's Real Estate client is in search for a Bilingual Service Desk Analyst!6 months contract - with possible full time. Hybrid - 3 days in the office Job Responsibilities:Provide initial point of contact and resolve customer issues promptly.Escalate unresolved queries to higher tiers of support when necessary.Support end users with mobile, telephony,...
-
Service Desk Analyst
4 weeks ago
Toronto, Canada Aecon Full timeCome Build Your Career at Aecon! As a Canadian leader in infrastructure development, Aecon is and building what matters for future generations to thrive! We lead some of the most impactful infrastructure of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build, connect, power, and...
-
Service Desk Analyst II
1 hour ago
Toronto, Canada OnX Canada Full timeJob Purpose This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests
-
Service Desk Analyst
4 days ago
Old Toronto, Canada Stackitrecruitment Full timeOur client in Mississauga is looking for a Service Desk Analyst to join their collaborative team! Who you are:As a Service Desk Analyst, you'll be an integral part of the IT team. You will be responsible for providing frontline support for desktop hardware, software, and applications, ensuring smooth operations for 130 users. You'll excel in responding to...
-
Service Desk Analyst
4 days ago
Old Toronto, Canada Stackitrecruitment Full timeOur client in Mississauga is looking for a Service Desk Analyst to join their collaborative team! Who you are:As a Service Desk Analyst, you'll be an integral part of the IT team. You will be responsible for providing frontline support for desktop hardware, software, and applications, ensuring smooth operations for 130 users. You'll excel in responding to...
-
Service Desk Analyst
4 days ago
Old Toronto, Canada Stackitrecruitment Full timeOur client in Mississauga is looking for a Service Desk Analyst to join their collaborative team! Who you are:As a Service Desk Analyst, you'll be an integral part of the IT team. You will be responsible for providing frontline support for desktop hardware, software, and applications, ensuring smooth operations for 130 users. You'll excel in responding to...
-
Service Desk Analyst 2
2 days ago
Toronto, Canada City of Toronto Full time**Job ID**: 35782 **Job Category**:Information & Technology **Division & Section**:Technology Services, Technology Services Delivery **Work Location**:East York Civic Centre **Job Type & Duration**:Permananet, Full-time **Hourly Rate**:$38.37 - $42.03 **Shift Information**: Monday to Friday, 35 hours per week **Affiliation**: L79 Full-time **Number...