Service Desk Analyst

Overview

We are looking for a Service Desk Analyst to join our dynamic and highly collaborative team. As a Service Desk Analyst, you will be responsible for providing front-line support over the phone for hardware and software related issues or remote assistance, performing root cause analysis for end user and server-related problems, monitoring client IT systems to ensure maximum efficiency and minimizing downtime, creating and updating technical documentation, and escalating technical support issues internally and externally with manufacturers and vendors.

As a Service Desk Analyst, you will have the opportunity to work remotely and take pride in the quality of your work while sharing our commitment to honesty, integrity, and personal accountability.

You must have strong verbal and written communication skills and the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts.

A sense of urgency for task completion and for amazing client experience are essential.

Join IT Weapons, a division of Konica Minolta Business Solutions (Canada) Ltd. - a leading managed IT services, cloud solutions and consulting firm that has won over 30 awards for service excellence and technical leadership and is ranked among the top 50 IT service providers in North America.

Responsibilities

• Provide front-line support for both hardware and software related issues via telephone or remote assistance in a timely manner.
• Perform root cause analysis for end user and server-related problems.
• Monitor client IT systems to ensure maximum efficiency and minimize downtime.
• Follow-up on ongoing support issues and communicate developments to clients.
• Escalate technical support issues internally as required.
• Create support cases externally and follow up with vendors as required.
• Create and update technical documentation.
• NOC (Network Operating Centre) rotation duties (Monitoring client environments for alerts).
• Assume the service desk evening / weekend duties based on a rotational schedule.
• Identify and remediate security-related incidents.
• Submit regular time sheet entries.
• Ongoing professional development and industry certification

Qualifications

• University Degree and / or related Technical Diplomas are encouraged.
• IT technical certifications would be of benefit to a successful candidate.
• Good understanding of networking fundamentals and troubleshooting skills.
• Strong troubleshooting skills for LAN / VPN connectivity issues for workstations.
• Strong troubleshooting skills for WAN connectivity issues for sites.
• Knowledge of Windows Server, Active Directory, Azure Active Directory, Microsoft Exchange (including Exchange Online), Azure Virtual Desktop, Intune, and Microsoft Office 365 business application support and administration (Outlook, Excel, Word, etc).
• Knowledge of mobile device support and MDM administration for iOS and Android (multi-factor authentication, security policies, email, etc).
• Familiarity with server virtualization (VMware and Azure).
• Knowledge of remote access solutions : Citrix, FortiClient VPN, RAVPN administration, MS Always-On VPN.
• Familiarity with security fundamentals, SPAM filtering, AV administration, endpoint detection and response (EDR).
• Ability to use ticketing system for tracking client incidents / requests, service ticket administration and time entries.
• Supporting cloud-based telephony / VOIP solutions.
• Legally eligible to work permanently in Canada.
• Stable and consistent home internet connection.
• Bilingual (French) optional*
7 days ago