It Service Desk Analyst
Mississauga, ON, Canada
Job Description
Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a building?s outer layer, including Roofing, Glazing, Waterproofing, and Architectural Metals. The foundation of our award winning success is having the right people on our team.
We are also highly active and committed to creating an environment which is accessible to all of our customers, employees and applicants. Reasonable accommodations in the hiring process will be provided to people with disabilities upon request.
At Flynn, it's not just a job, it's a career
Overview:
IT Service Analyst to work from our Mississauga office, reporting to the IT Helpdesk Manager. We are a collaborative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer service.
A Day in the Life- Respond to telephone calls, e-mails, and other requests for technical support
- Focus on customer service and demonstrate courteous and professional behavior
- Ability to manage and prioritize multiple tickets and tasks in a fast-paced environment
- Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved as defined within the Service Level Agreement
- Prompt escalation of issues to appropriate teams and subject matter experts
- Ensure that all support requests are appropriately logged, tracked, and monitored in the ticketing systems
- Provide troubleshooting and technical analysis of all end user facing computers, peripherals, software, telephony, audio visual and other issues as raised in the service tickets
- Strong ability in planning and executing projects to ensure they are completed in a timely manner and to the satisfaction of stakeholders
- Ensure the ongoing protection and integrity of the IT systems and end points using best practices and tools to identify and remediate vulnerabilities
- Evaluate, recommend, and implement solutions based on troubleshooting efforts
- Identify and contribute to opportunities to improve and automate processes
- Participate in the procurement of end user IT equipment/services and manage vendor relations
- Maintain and update inventory and receipts for end user IT equipment
- Must be available to work rotating schedules which include evenings, some weekends, and holidays. Some travel required.
- Technical Skills
- Proven analytical and problem-solving abilities
- Expertise in the installation, configuration, and troubleshooting of computer hardware, network enabled multifunction printers, audio/visual equipment, telephony, mobile devices, and various software
- Proficient with the setup and troubleshooting of Windows and mobile device operating systems
- Experience with Windows Server file and printer administration
- Experience with client-side application and software support such as Microsoft 365 Apps for Enterprise, manufacturing/engineering software (i.e., AutoDesk, BlueBeam), various collaboration solutions such as MS Teams app and Room System. Familiarity with MS Dynamics SL and SAP SuccessFactors an asset
- Provide advanced troubleshooting for various types of service requests, incidents, and problems
- Experience with vulnerability management such as computer/software patch management tools, investigating and remediation of malware and other security incidents on end points
- General knowledge of a range of diagnostic and logging tools to troubleshoot and resolve hardware, software, and network issues on end points
- Participate in the development of methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles
- Write-up of end user walk-through/how-to documentation for all technologies supported by the IT team
- Technical writing to document processes and procedures for systems supported by the IT team
- Ability to package various software for deployment using InTune and other deployment tools such as PDQ
- Knowledge of deploying and managing computers using Intune/AutoPilot an asset
- Knowledge of PowerShell for configuration management, queries, and creation of scripts to automate tasks
- What we are Seeking
- Degree or diploma in Computer Systems/Networking or equivalent
- 3+ years related work experience
- Microsoft or other industry certifications considered an asset
- A self-starter, a passion for IT, with exceptional customer service skills
- Proven analytical and problem-solving skills
- Exceptional written and oral skills
- Exceptional interpersonal skills
- Willing to speak up and share ideas with the team
- Willing to question the status quo
- Be able to give and take criticism
- Ability to work in a dynamic team environment and independently
- What We Offer
- Funded training and development programs
- Very well-equipped on-site gym
- Dental and supplemental medical plan
- RRSP contributions
- Excellent on site, subsidized cafeteria
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Job Detail
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Job IdJD2171302
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMississauga, ON, Canada
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EducationNot mentioned