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Sr. IT Service Desk Analyst

Mississauga, ON
The Senior Service Desk Analyst is responsible for providing technical and operational leadership
and is part of the Global Service Desk team which acts as a single point of contact for the intake,
triage and resolution of incidents and management of requests. 

Key Responsibilities: 
  • Provides technical leadership to the globally distributed team of Service Desk Analysts through training, coaching and continual engagement.
  • Creation and maintenance of published documentation for technical procedures, policies, and standard processes related to Service Desk.  Ensures adherence by Service Desk Analysts
  • Research new technologies to stay informed on Service Desk standards and best practices.  Makes recommendations to Manager, Service Desk with detailed product evaluation for inclusion in technology roadmap
  • Oversees all incidents & requests and assigns tasks to the Service Desk Analysts.
  • Monitors the team’s conformance with the Service Level Agreements
  • Provides escalated technical support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.
  • Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides hardware support for laptops, desktops, printers and mobile devices.
  • Closely adheres to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes
  • Logs all client contacts into the IT Service Management Tool
  • Responsible for accuracy into the IT Service Management Tool
  • Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.
  • Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)

Skills Required:
  • Bachelor degree or equivalent in Information Technology, Computer Science, Engineering or
  • related field.
  • Min 3 years previous experience, ideally with a combination of IT Level 1 and Level 2 support roles
  • Experience troubleshooting issues clients may be having connecting to or using network services
  • Experience supporting both onsite and remote users
  • Experience working within project teams to deliver, manage and report on tasks and timelines
  • Strong troubleshooting, investigative and problem solving skills
  • Ability to design and develop end-user FAQ; training documentation
  • Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes
  • Upholds best practice standards as well as departmental policies and procedures
  • Able to travel frequently to supported regional locations (15%)
  • In possession of a valid driver license

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