Service Desk Analyst

Mississauga, ON

ABOUT US:

Our company has over 60 years of experience specializing in the design, manufacture, and custom fabrication of engineered polyethylene systems for water, wastewater, and storm water management applications.  We offer our clients full-service engineering support in the design and manufacture of custom systems to meet their project’s specific requirements.

We are currently seeking a Service Desk Analyst for our Mississauga, Ontario office. The main responsibilities will include providing support for all IT related incidents and requests.

Responsibilities:

• Serve as main point of contact for IT related incidents and requests via phone calls, emails, or service desk ticketing software.
• Log all incidents and service requests into the service desk ticketing software.
• Analyze and troubleshooting reported incidents aiming to resolve them promptly or escalate to the appropriate resource as necessary following the defined service level agreements (SLAs)
• Collaborate with other IT team members and subject matter experts to investigate and resolve complex issues.
• Ensure professional and timely communication and updates to end-users regarding the status and progress of their incidents.
• Process and fulfill service requests from end-users such as account creations, access requests, software installations, hardware configuration and deployments, etc.
• Adhere to defined processes and procedures while fulfilling service requests to ensure accuracy and compliance. Conduct all work according to established Infra Pipe procedures, policies and standards,
• Identify recurring incidents and potential problems to proactively minimize their impact on end users and the organization.
• Contribute to problem management activities by conducting root cause analysis and providing necessary documentation.
• Assist in the updating and patching of software and cyber security vulnerabilities.
• Assist in the management of IT assets including hardware and software inventory.
• Maintenance of inventory using the service desk ticketing software.
• Contribute to the creation and maintenance of knowledge articles and documentation to facilitate efficient incident resolution and request fulfillment.
• Continuously update the knowledge base with new solutions and best practices.
• Actively participate in process improvement initiatives and propose ideas to enhance the overall efficiency and effectiveness of the service desk operations.
• Stay updated with the latest industry trends, technologies and best practices related to service desk operations.
• Actively participate in all Health & Safety training and promote a safe work environment.
• Lead and manage projects from inception to completion while remaining on schedule

Experience and Education

• Related post-secondary diploma or degree in Computer Science or Information Technology
• Prior experience within a medium to large-scale organization, specifically with:
  • Operating systems such as Windows, Windows Server, Linux, iOS, and Android.
  • Traditional Windows environment functions such as Active Directory, DNS, DHCP, File and Print Services, GPO, IIS, Exchange, Certificate Services, RDS, Authentication, Logging and Alerting, and Backup Services.
  • Networking knowledge and troubleshooting (i.e., DHCP and DNS)
  • Familiarity with the Microsoft ecosystem (i.e., Office365, Azure and all the related tools and systems within such as Intune, Autopilot, conditional access, etc.)
  • Knowledge of software such as ConnectWise RMM, Cisco, HaloITSM would be a plus.
• Strong knowledge of IT service management principles, particularly ITIL.
• Strong interpersonal, organizational, and time management skills.
• Good attention to detail and accuracy.
• Strong analytical and problem-solving capabilities.
• Ability to work independently and with minimal supervision (self-starter).
• Able to develop strong and effective working relationships at all levels of the organization.
• Excellent computer skills and knowledge of modern workplace software (Microsoft suite, SaaS applications)
• Excellent communication skills.
• Proactive approach towards learning and professional development.
• Ability and willingness to travel to other locations, as well as travelling for other company purposes, as needed.

We Offer:

• Starting salary between $50,000.00 - $55,000.00 commensurate on experience.
• Growth Opportunities
• Company paid health & dental benefits, plus flexible Health Spending Account,
• Paid day off on your Birthday
• Vacation days (3 weeks to start)
• Company pension match up to 5% of salary
• Annual fitness allowance