Service Desk Analyst Co-op

2 weeks ago

Brampton, Canada IKO Full time

Description

POSITION SUMMARY:

The Service Desk Analyst – Co-Op is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our Service Desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, self-service portal, email and walk-up service support.

The primary role of the Service Desk Analyst – Co-Op is to ensure prompt service response to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up), and to resolve known issues and basic service requests by following scripts or through additional guidance.

KEY RESPONSIBILITIES:

Operational Delivery

Provide first response, initial triage and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk up - for on premise & remotely connected staff across all Global locations in line with defined service metrics, SLA’s and OLA’s. Ensure tickets are created for all client contacts. Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests. Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority. As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.  Identify trends in incidents to support problem management. Record all outages within the ticketing system.  Provide basic “how-to” training to end users.  As assigned, author, edit, and QA knowledge base articles or technical procedures related to endpoint technologies.  Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.  Closely adhere to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes. Additional duties as assigned by the Manager, Service Desk.

Technical Expertise

Resolve all tickets within scope through use of experience, scripts/knowledge base, or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.  Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones and other end-user peripherals.

Project Delivery

Not applicable for this role

Team Leadership

Not applicable for this role

MINIMUM QUALIFICATIONS :

Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field. 0-3 years’ experience in IT Level 1 support. Great customer service skills with an ability to demonstrate empathy. Good troubleshooting, investigative and problem-solving skills. Enthusiastic and pleasant attitude. Strong desire to learn. Upholds best practice standards as well as departmental policies and procedures. Excellent listening skills, verbal and written communication. Excellent knowledge of English, and Dutch (for locations in Belgium, Netherlands), is required. Knowledge of French or the ability to develop French.

PREFERRED QUALIFICATIONS :

Experience providing technical support in an enterprise environment consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices. Active Directory knowledge (resetting passwords, familiarity with use of security groups, etc.). Experience supporting M365 applications, and email systems such as Exchange/Outlook. Experience supporting mobile devices using Intune or other MDM solution. Experience configuring and managing desk/soft phones using Avaya or other platforms.

Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
 

Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

  • Co-op - Service Desk Analyst

    1 week ago

    Brampton, Canada Maple Lodge Farms Full time

    Maple Lodge Farms is Canada’s largest independently owned poultry processor. It engages in processing and supplying chicken products in Canada and internationally. It offers bacons, deli chicken meats, sliced packaged meats, fresh seasoned chicken, frozen boxed meats, and wieners. Maple Lodge Farms, Ltd. was founded in 1955 and is based in Brampton,...

  • Co-op – Service Desk Analyst

    2 months ago

    Brampton, Canada Maple Lodge Farms Full time

    Description Maple Lodge Farms is Canada’s largest independently owned poultry processor. It engages in processing and supplying chicken products in Canada and internationally. It offers bacons, deli chicken meats, sliced packaged meats, fresh seasoned chicken, frozen boxed meats, and wieners. Maple Lodge Farms, Ltd. was founded in 1955 and is based...

  • Co-op – Service Desk Analyst

    1 week ago

    Brampton, Ontario, Canada Maple Lodge Farms Full time

    Description Maple Lodge Farms is Canada's largest independently owned poultry processor. It engages in processing and supplying chicken products in Canada and internationally. It offers bacons, deli chicken meats, sliced packaged meats, fresh seasoned chicken, frozen boxed meats, and wieners. Maple Lodge Farms, Ltd. was founded in 1955 and is based in...

  • Co-op – Service Desk Analyst

    3 weeks ago

    Brampton, Canada Maple Lodge Farms Full time

    Description Maple Lodge Farms is Canada’s largest independently owned poultry processor. It engages in processing and supplying chicken products in Canada and internationally. It offers bacons, deli chicken meats, sliced packaged meats, fresh seasoned chicken, frozen boxed meats, and wieners. Maple Lodge Farms, Ltd. was founded in 1955 and is based...

  • Co-op Student- Service Desk Analyst

    1 month ago

    Brampton, Canada Peel Regional Police Full time

    **Responsibilities** **RESPONSIBILITIES**: - Assist in responding to initial reports of technology incidents, service requests and how-to-inquiries - Assist Service Desk Analysts in recording and tracking service requests and inquiries from initial contact to final resolution - Assist with initial assessment and diagnosis and first level troubleshooting...

  • Summer 2023 Co-op: Service Delivery Analyst

    2 weeks ago

    Brampton, Canada Rogers Communications Full time

    Our Digital & Technology team wakes up every day with one goal in mind - to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month. We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved...

  • Summer 2023 Co-op: IT Analyst

    2 weeks ago

    Brampton, Canada Rogers Communications Full time

    Our Digital & Technology team wakes up every day with one goal in mind - to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month. We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved...

  • Technical Systems Analyst Co-op

    3 weeks ago

    Brampton, Canada Almag Aluminum Full time

    **JOB DESCRIPTION** Reporting to the Manager of Information Technology & Business Systems. Technical Systems Analyst Co-Op will assess, understand, and analyse technical needs related to business scope and system needs, explore alternative options in collaboration with SR Business Systems Analyst. This role will be responsible for maintaining accessible and...

  • Service Desk Analyst

    3 weeks ago

    Brampton, Canada IKO Industries Ltd. Full time

    IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built...

  • Service Desk Analyst Co-op

    1 week ago

    Brampton, Canada IKO Industries Ltd. Full time

    IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built...

  • Co-op. Research Operations Analyst, Fall 2024

    1 week ago

    Brampton, Ontario, Canada Loblaw Companies Limited Full time

    Co-op. Research Operations Analyst, Fall 2024 page is loaded Co-op. Research Operations Analyst, Fall 2024 Apply locations 1 Presidents Choice Circle, Brampton, ON time type Full time posted on Posted Yesterday job requisition id R Referred applicants should not apply directly to this role. All referred applicants must first be submitted through...

  • Service Desk Analyst Co-op

    7 days ago

    Brampton, Ontario, Canada IKO Industries Ltd. Full time

    IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built...

  • Summer Co-op 2023 Defect Analyst

    1 week ago

    Brampton, Canada Rogers Communications Full time

    Our Digital & Technology team wakes up every day with one goal in mind - to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month. We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved...

  • Service Desk Analyst

    2 months 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...

  • Service Desk Analyst

    2 weeks 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...

  • Co-op Opportunity

    4 weeks ago

    Brampton, Canada Regional Municipality of Peel Full time

    **Job Description**: **Co-op Opportunity - Transportation Analyst Intern** **Contract Duration: 12 Months (September 2023 to August 2024)** **Rate of Pay: $22.27 per hour** **Number of Positions: 1** **Location**:10 Peel Centre Drive, Brampton **Hours of work**:35 hours per week; Monday to Friday **_ Overview_** **_:_** The qualified student will be...

  • Analyst-service Desk

    2 weeks ago

    Brampton, Canada Peel Regional Police Full time

    **PRP External Header** **External Job Vacancy** **PRP Header Information** **Posting Title**: - Analyst-Service Desk **Department**: - ITS Client Technology Services **Status**: - Temporary, Full-Time **Hourly Range**: - $27.40 - $42.98 **Grade**: - H6 **Open Positions**: - 1 **Job ID**: - 303887 **Additional Info**: - **See Below **Open...

  • Assistant Asset Management Data Analyst

    3 weeks ago

    Brampton, Canada City of Brampton Full time

    **Job Description**: **JOB TITLE**:Assistant Asset Management Data Analyst - Co-op **DEPARTMENT**:Public Works and Engineering **NUMBER OF POSITIONS**:2 **JOB STATUS & DURATION**:Temporary 4-Months **HOURS OF WORK**:35 hour workweek **LOCATION**:Hybrid Model - when working onsite, you will report to the location of West Tower. **HOURLY RATE**:Year 1:...

  • Assistant Asset Management Data Analyst

    1 week ago

    Brampton, Canada City of Brampton Full time

    **Job Description**: **JOB TITLE**:Assistant Asset Management Data Analyst - Co-op **DEPARTMENT**:Public Works and Engineering **NUMBER OF POSITIONS**:2 **JOB STATUS & DURATION**:Temporary 4-Months **HOURS OF WORK**:35 hour workweek **LOCATION**:Hybrid Model - when working onsite, you will report to the location of West Tower. **HOURLY RATE**:Year 1:...

  • Analyst-service Desk

    3 weeks ago

    Brampton, Canada Peel Regional Police Full time

    PRP External Header External Job Vacancy PRP Header Information **Posting Title**: Analyst-Service Desk Department: ITS Client Technology Services Status: Temporary,Part-Time Hourly Range: $26.93 - $42.24 Grade: H6 Open Positions: 1 Job ID: 303806 Additional Info**:* See Below Open Date: 2023-01-20 Close Date: 2023-02-05 Position Summary As an Analyst -...