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JOB DESCRIPTION – Service Desk Analyst

1.0 General:

Our Client requires a Level 1 / 2 IT Analyst to provide first level & second level support to our Toronto office. The successful candidate will be responsible triaging incoming calls to determine priority and assign as appropriate; provide customer service to the infrastructure including troubleshooting problems and recommending on the appropriate action.

2.0 Specific Responsibilities:

• Proven good attendance record with capability of maintaining this same standard;
• Respond to requests for technical assistance via phone, video conference (Zoom) or occasionally in person;
• Diagnose and resolve technical hardware and software issues;
• Research questions using available information resources;
• Advise user on appropriate action;
• Follow ITIL best practices;
• Escalate problems to appropriate resource;
• Document resolutions;

• Log calls and assign them a ticket number based on specific criteria and assigned staff;

• Trouble shoot questions asked by the caller and determine the issue;

• Attempts to solve simple hardware, software and network problems that can be resolved in 5 minutes or less and escalates to Level II Analysts more complex problems for resolution;

• Provide instructions to the users to help trouble shoot issues using Standard Operating Procedures;

• Respond to all calls and put on hold if necessary when call volumes are high;

• Ensure voicemails are retrieved in a timely manner and tickets are created;

• Follow up with end users on the status of their tickets;

• Inform the Manager when major issues are occurring;

• Diagnoses and resolves simple end user network and local printer problems, email, internet, VPN and local-area network access problems;

• Changes user passwords accordance with organizational guidelines;

• Installing, configuring and setting up of PC;

• Assist with onboarding and offboarding users;

• Stay current with technology changes.

3.0 Required Skill Set:

• Attention to detail and Adaptability will be an asset;
• Knowledge in administrative principles and practices;

• Ability to stay calm in a stressful environment;

• Strong organizational, prioritization and time management abilities to ensure that assignments are completed with deadlines and established time frames;
• Demonstrated ability to work effectively in a diverse team environment.

4.0 Required Qualifications & Experience:

• A degree in Computer Science, Information System or minimum five (5) years related experience;

• Proven proficiency with Office 365, Mobile devices, Wireless Technology, Microsoft Intune, Polycom and Video Conferencing solutions (Zoom), Microsoft Windows 10, Windows Server operating systems including Microsoft Active Directory and ITSM tools like Service Now.

• Understanding of Microsoft networks, Web Browser, Microsoft Office Professional Software Suite, Enterprise Anti-virus software;

• Experience in working with Mac’s would be an asset;

• Experience with Remote Management tools would be an asset;

• Knowledge of Avaya phone systems;

• Experience working in the entertainment industry would be an asset;

• Experience providing front line customer service in a busy IT environment;

• Above average customer service skills;

• Good communication and interpersonal skills;

• Ability to perform effectively in high pressure situations;

• Knowledge of the following would be an asset – Intune and ABM;

• Demonstrated ability to work well in a team and interact effectively with others;

• Excellent analytical and problem solving skills with the ability to handle multiple concurrent assignments;

• Knowledge of ITIL Foundations;

• Ability to plan, implement, test, and troubleshoot system software and hardware;