Job Service Desk Analyst in Toronto

Careers

Service Desk Analyst

Toronto, ON (or remote) | Full-time

Position Summary

You will work independently or as part of a larger team to provide end
user support for Managed Services customers. You will also monitor and respond
to system alerts.

Role & Responsibilities

• Provide end user support to resolve issues with business applications, desktops, and mobile devices.
• User and device onboarding and offboarding – Provisioning and deprovisioning of user accounts and permissions.
• Prepare, conduct and schedule required monthly system patching.
• Image laptops and prepare for delivery. Setup of mobile devices.
• Perform backup job monitoring and restore testing.
• Respond to user-created incidents and service requests within SLA.
• Use RMM and other tools to monitor and manage desktops.
• Respond to system alerts, create tickets, assign severity, and prioritize work accordingly while collaborating with other staff and vendor support resources to resolve issues.
• Work with other members of the Shared Managed Services team to improve operations, escalate issues, and streamline processes.
• Prepare and maintain knowledge base documentation. Refer to knowledge base and various documentation to help resolve issues.
• Execute change management and incident management processes.
• Other duties as required.

Qualifications

• Strong written and verbal skills with excellent communication and customer service skills.
• Basic knowledge in Microsoft technologies such as M365 and Azure cloud services, Windows server, laptop and mobile device management, backup technologies, virtualization concepts, and security.
• Basic knowledge of endpoint hardware and operating system technologies.
• Detailed-oriented, motivated and can work in a highly collaborative and innovative environment.