Service Desk Analyst Co-Op

IKO North America • Mississauga, ON

1d • Hybrid

About The Position

The Service Desk Analyst Co-Op 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. Our service desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, email, self-service portal, and walk-up service support.

Requirements

• Pursuing (3rd or 4th year) a Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field, or pursuing an Information Technology-related certification program.
• Excellent customer service skills with an ability to demonstrate empathy.
• Strong troubleshooting, investigative, and problem-solving skills.
• Ability to design and develop end-user & training documentation.
• Enthusiastic and pleasant attitude.
• Strong desire to learn.
• 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.
• Excellent listening skills, verbal and written communication.

Nice To Haves

• Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices
• Experience supporting M365 applications, and email systems such as Exchange/Outlook
• Experience troubleshooting issues clients may be having when connecting to or using network services
• Experience supporting both onsite and remote users
• Experience providing Executive-level support
• Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.)
• Experience imaging/deploying desktops, laptops & mobile devices
• Experience supporting mobile devices using Intune or other MDM solution
• Experience configuring and managing desk/soft phones using Avaya or other platforms
• ITIL Foundation certificate
• Apple Certified Support Professional / Apple Certified IT Professional certification

Responsibilities

• Provide first response, initial triage, and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk-up - for on-premise & remotely connected staff across all Global locations in line with defined service metrics, SLA’s, and OLA’s.
• Ensure tickets are created for all client contacts and accurately captured as either incidents (break/fix) or service requests.
• Escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
• Identify trends in incidents to support problem management and record all outages within the ticketing system.
• Provide basic “how-to” training to end users and seek approval to purchase, deploy, or upgrade approved endpoint hardware and software.
• Participate in on-call rotation, responding within service level targets and troubleshooting incidents for any global location outside of business hours.
• Resolve all tickets within scope through use of experience, scripts/knowledge base, detailed research, or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.
• Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
• Build and maintain solid skillset/knowledge in troubleshooting the organization’s endpoint infrastructure and relevant applications.
• Troubleshoot issues with Windows OS, macOS, iOS, and Android.
• Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available.
• Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones, and other end-user peripherals.
• Create change tickets in support of end user-related changes.
• Perform scheduled changes or deployments and ensure accurate completion of change tickets.
• As assigned, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards, and best practices.
• Make recommendations to Manager, Service Desk for inclusion in technology roadmap.
• Serve as an assigned resource for approved Service Desk or other IT projects.
• Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly.
• Help ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery.

Benefits

• Competitive Wage
• Hands-on experience with an industry leader supporting our manufacturing facilities.
• Work with a company committed to eco-friendly practices and sustainable production methods.
• Exposure to different roles or departments to help you clarify your career interests and path.
• Potential for future Internship/Co-Op placements or full-time roles upon graduation.
• competitive compensation
• health care
• a progressive and challenging workplace
• a commitment to teamwork and integrity

What This Job Offers

• Career Level: Intern