Service Desk Analyst (*6 Month Contract*)

Reports To: Associate Director, Service Desk

Location: This is primarily a remote, work from home role, but some in-office (Downtown Toronto) work may be required

General Responsibilities:

Provides first line technical support for computer hardware and software, mobile devices & printers. This includes incident identification, triage, tracking, resolution and potentially following up to ensure that service levels are maintained. The employee strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to user inquiries per agreed service levels. Resolution will include the escalation of incidents to the appropriate sections in IT or to external vendors.

Key Job Functions:

• Handle incidents/problems related to providing network, application, and hardware support for the business. Triage, resolve and/or appropriately escalate technical problems that arise
• Answer Help Desk calls and providing first tier support for Microsoft Windows, Productivity Software (Microsoft Office Suite, SAP, internal applications, etc.) PC hardware, network connectivity, mobile devices (Android & iOS), A/V Conferencing (Cisco WebEx), VOIP systems (Cisco & RingCentral) and Printers (Xerox MFPs)
• User administration (Onboarding/Offboarding, password resets, network access, etc.)
• Asset Management
• Hardware deployment
• Author knowledge base artifacts and documenting Help Desk processes & procedures
• Maintain a high quality of service to customers

Key skills/desired experience:

• 2-3 years of experience as a Service Desk Analyst
• Experience with Active Directory
• Experience with ServiceNow ITSM
• Advanced PC skills
• Familiarity with basic networking concepts
• Experience with user administration in a client-server environment
• Excellent interpersonal skills and the ability to adapt to a wide range of user skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to recognize, evaluate, and resolve problems effectively
• Demonstrated excellence in installing and configuring operating systems, networked and local printers, and business applications
• Strong analytical and organizational skills
• Exceptional verbal & written communications skills
• Experience with SAP an asset