We are currently recruiting for a Service Desk Analyst to join our IT teamto work remotely in Ontario, Canada.
The successful candidate will be responsible for the following :
Relationship Management Maintains communication with key stakeholders on all open incidents to ensure impacted end users are aware of status.
Issue Resolution Gathers data and provides basic troubleshooting techniques for all computer and software issues. Ability to apply basic analytical skills and present facts to ensure proper problem determination.
Resolves all technical support issues, tracks and documents pertinent information in a timely manner according to procedure.
Works with other service desk team members and infrastructure team collaboratively and owns the incident through to resolution.
Framework Provide feedback to management on areas to improve the overall operating model of the service desk
Governance - Follows prescribed processes to meet the requirements set out in regards to our governance models such as SOX and data security compliance.
Documentation Provides feedback and assists with updating best practices and processes to ensure currency for other team members.
Reporting Provide status reporting as required to management.
2+ years of progressive experience supporting end users either by a service desk or through desktop support
Experience collaborating on projects and / or providing mentorship on best practices and policies
Experience working in or leading a swarming service desk model
Process and procedure documentation
Ability to effectively prioritize and execute tasks in a high-pressure environment to drive results.
Excellent project management, ITIL aligned frameworks / processes skills.
High level of integrity, professionalism and attention to detail.
The ability to use initiative and work proactively.
Excellent customer service skills, including highly developed communication skills in all forms.
Demonstrable problem solving and analytical skills
Demonstrated ability to work in a team environment and multi-task to meet critical deliverable dates.
Outstanding communication skills and ability to communicate effectively with technical, business and executive staff (proposals, business communication, marketing writing).
Excellent organizational, analytical, project management and client relation skills are essential.
Experience writing detailed business requirements and business proposals for technology projects.
Solid knowledge and experience supporting the following technologies & productions : Windows 10Windows Server 2012+Office 2016+VDI (Citrix or VMware)LanDesk or other end point management systemMcAfee Encryption, Endpoint & AntivirusTCP / IP Networks & VPNActive Directory & Group Policy KnowledgePC Hardware SkillsITSM Ticketing ToolsRingCentral or other softphoneSmartphone support