service desk analyst Etobicoke
Job description
Its an exciting time to be part of the Give & Go team as we are growing rapidly and want you to become a part of our growth and extraordinarily bright future!
Job Overview:
The Service Desk Administrator will be responsible for overseeing and maintaining all aspects of Give & Go’s computer infrastructure, which includes maintaining networks, servers, switches, and security programs and other infrastructure systems.
Key Responsibilities:
- Point of contact for Users to log IT concerns and prioritize amongst IT staff
- Triage tickets/requests from users in a timely manner and assign them to the appropriate queue or team member for resolution.
- Manage the ticket workflow, including prioritization and escalation under the direction of Service Desk Manager, and follow tickets/requests through to resolution.
- Interact with vendors in relation to IT support issues, enhancements and implementation of changes as required.
- Update & maintain Inventory of all items procured relating to IT licenses and Equipment.
- Adhere to corporate policies, signed agreements with service/product providers, and other related operational guidelines.
- Build and maintain support related reports/dashboard on a monthly or ad hoc basis. Collect, document, and code incoming AP and ensure adherence to payable policies.
- Act as a liaison on key projects to scope, prioritize and plan solutions.
- Be actively involved in cross functional teams to assist in project planning, execution and problem solving inclusive of various technologies.
- Perform general administrative functions for Departmental VP.
- Schedule meetings, determine availability for team members under the direction of the team lead
- Keep a calm and calculated approach to critical situations where a quick response and resolution is important.
- Troubleshoot and manage incidents and problems as they arise in line with skills and abilities, ensuring service level and operational level agreements are met and maintained when issues are delegated or assigned to others.
- Assist & support operations by helping the team remove blockers, resolve challenging questions and at times, and re-prioritize the focus in the queues to address new trends and challenges.
- Provide outstanding customer support and keep a pulse on the customer experience journey.
- Create and maintain Knowledge Base content relating to IT support
- Maintain metrics/data and use it to influence team growth
- Monitor team support metrics to ensure team goals are on track and provide reporting as required to management.
- Maintain, configure, and monitor virus protection software and email applications as applied to the Network environment (not desktop end points)
- Communicate and inform the leadership team on what the most important issues and feature requests are and how we can address them.
- Exemplify the characteristics and company values in IT support team members.
- Work with the department Manager and process architect to proactively discuss, plan, and implement process improvements and best practices that promote a positive customer experience.
- Inspire others across the organization to help prioritize and address issues our users face by understanding user experience and translating that to the team proactively to identify ways in which the team can interact to increase their productivity and positive results.
- Perform other related duties as assigned.
Recipe for Success:
- Completion of College diploma or University Degree in Information Technology, Computer Science, or a related field
- Minimum 2 years' experience preferred in an administrative role with some exposure to technology administration
- Must have a strong working proficiency with MS Office
- Must have strong knowledge of data privacy laws
- Advanced organizational skills and documentation skills with precise attention to detail
- Strong analytical and problem-solving skills
- Motivated and desires to increase technology and troubleshooting skills on a continuous basis
- Strong interpersonal skills to work collaboratively within a team environment
What we offer:
- It’s an exciting time to be part of the Give & Go team as we are growing rapidly and want you to become a part our growth and extraordinarily bright future.
- As we grow, we are committed to preserve the parts of our diversity & culture that is unique, people focused and are core to our success at every size. Our values of Quality, Direct Communication and Respect mean something.
- Learning and growth; we are working to create an environment where sharing new ideas, experimenting and learning from each other is strongly encouraged.
- Competitive benefits, along with work, life balance!
Great people, baking great products, for a great future.
Give & Go Prepared Foods Corp. is a proud member of the Mondelēz family and has been a leading and growing North American manufacturer of baked goods for over 30 years.
If you're looking for a company that will provide you with opportunities for career growth and development, while working with an energetic and team with deeply ingrained values of respect, direct and open communication, quality, and accountability, we’d love to have you join our team.
Our Consumer Brands: two-bite® brand, including two bite-brownies®, Kimberley's Bakeshoppe™, Mason St. Bakehouse™, and The Worthy Crumb Pastry Co™
Interested and qualified candidates are invited to apply directly. Give and Go is committed to providing equal opportunities for all applicants and employees regardless of race, ancestry, place of origin, color, ethnic or national origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences (for which a pardon has been granted), disability, marital or family status, or any other characteristic protected by law. If you require an accommodation to participate in the recruitment process, please contact us to provide your contact information. While we appreciate all resume submissions, only those selected for an interview will be contacted.
GNG2
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home
Flexible Language Requirement:
- French not required
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
Work Location: Hybrid remote in Etobicoke, ON
About Give and Go Prepared Foods
CEO: Joel Flatt
Revenue: Unknown / Non-Applicable
Size: 501 to 1000 Employees
Type: Company - Public
Website: www.giveandgo.com
Year Founded: 1989
