Junior IT Service Desk Analyst Job

We are looking for a Junior IT Service Desk Analyst to join our Toronto office on a 6-month contract with the potential for full-time. Reporting to our IT Manager, the Service Desk Analyst will be responsible for providing excellent customer service, and technical support to staff. This position is primarily customer-facing and requires excellent communication skills (both verbal and written). The position also requires a person who is available to work a flexible schedule as our coverage time is 8 am to 7 pm (as early as 8 am and as late as 7 pm, depending on your shift). This is a great opportunity to join a results-driven team and to develop your expertise in IT.

Key Responsibilities

• Act as a single point of contact for staff, documenting incidents and service requests through our internal ticketing platform
• Assign the proper categories, SLA, priority and applicable labels to each ticket request
• Provide first level technical support for all systems, triage ticket requests and resolve tier 1 support requests within a 20 minute timeframe
• Maintain ownership of assigned tickets until they are closed and status is updated in the system
• Prioritize requests and follow-up on a resolution, updating effected staff and status update in the system
• Maintain Tier 1 related documentation and knowledgebase
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Configure, deploy & support PCs / Laptops /Smart Phones and other equipment
• Update technical and functional skills as new technology is introduced
• Maintain and support printers and other network peripherals
• Tracks all issues and prepare reports to IT Manager outlining issues, escalations and ongoing projects
• Coordinate the testing, preparation, and deployment of new software, enhancements and upgrades
• Preparing asset items for deployment and maintain asset management for the work environment
• Perform routine tasks associated with monitoring systems and alerting functions

Qualifications

• Technical diploma in IT or in a related field of study
• 1-2 years of technical support experience, with strong analytical and technical skills
• Experience in a structured environment preferably with an ITIL framework
• Entry level computer and networking troubleshooting skills
• Knowledge of Citrix, Exchange, AD, Virtualization an asset
• Network connectivity experience and basic LAN administration knowledge an asset
• Experience with Microsoft Windows 10, Server 2012 and 2016, Mac OS, Microsoft Outlook and the Office Suite, including Office365
• Ability to adapt and learn through competing deadlines
• Excellent telephone etiquette and well developed written and verbal customer service skills
• Excellent time management skills; ability to multitask
• Able to work as part of a team, or independently as situationally necessary