Service desk manager Jobs in Waterloo, ON

Overview

Our client is seeking a Service Desk Analyst to respond to and diagnose problems through discussions with their end users.

This includes problem recognition, research, isolation, and resolution steps. The Service Desk team supports the employees with various technical needs including both hardware and software.

As a service desk analyst, you will be responsible for enhancing the end-user experience by providing front-line technical support services while working with a diverse team. Provide Level 1 and Level 2 Desktop support for the maintenance of the computer desktop environment by providing end-user support in; moves, hardware, and software installations / upgrades. As the first line of general IT support, responsibilities include administration and support of desktops, laptops, printers, mobile devices, telephony, and related equipment.

RESPONSIBILITIES

Customer Service :

Courteously respond to all support requests to deliver service level agreements (SLA).

Interact effectively with users at all organizational levels.

Prepare end-user documentation for self-troubleshooting.

Provide level 1 support for financial / trading applications, Bloomberg, Thompson Reuters, and others.

Escalate recurring, difficult, and widespread issues as appropriate.

Provide technical training to individuals and departments if required.

Hardware and Software Support :

Image and deploy Desktops, Laptops, and mobile phone and computer peripherals.

Track IT assets using CMDB.

Participate in the selection of hardware standardizations and application deployments.

Maintains the inventory of equipment and software licenses.

Coordinate with 3rd party vendors for maintenance of printers, copiers, and fax machines.

Provide technical assistance to staff by diagnosing, researching, and troubleshooting technology-related issues.

Stay up to date with vendor representatives, support contacts, contract terms, and expirations.

Keeps Inventory Storage rooms correctly labeled and clean and supports the destruction of equipment

IT Service Management :

Collect, Log, categorize, prioritize Service Requests, Incidents and provide solutions to all requests within the agreed SLAs.

Monitors Service Now for tickets assigned to Service Desk queue and processes IT Requests & Incidents based on priority and SLA.

Maintain thorough knowledge of processes and procedures for applications and systems access to quickly resolve issues.

Perform new hire Onboarding and Off-Boarding / terminations following the defined procedures ensuring an efficient experience for all involved.

Performs daily operational tasks as assigned.

Produces monthly operational reports for service requests, incidents, IT assets, service levels, changes, and a knowledge center.

QUALIFICATIONS

TECHNICAL SKILLS :

This job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, and Mobile phone troubleshooting.

Utilize structured troubleshooting techniques and diagnose user / account / client system hardware and software problems

MS Office Suite, M365, Service Now, or other ticketing software. Active Directory, working server knowledge.

PowerShell, Python, or other scripting language.

EXPERIENCE & ABILITIES :

1-3 years of experience in a progressive IT help desk / support role

Excellent interpersonal, communication, and problem-solving skills.

Experience using Service Now ticketing system and help desk role working in a high-pressure environment is preferred.

ITIL foundations certification preferred.

Industry certifications in desktop administration or related areas could be an added advantage.

Experience and strong knowledge of help desk metrics including SLAs and SLOs

EDUCATION & TRAINING :

Post Grad Certificate or Diploma / Degree in Information Technology or related discipline

Industry certifications that add value such as COMP TIA A+, IT Support Certificate, MCP, MCSE, and ITIL could be an added advantage.