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Service Desk Analyst

OVERVIEW

Role Purpose: The Service Desk Analyst manages incidents and service requests, and also handles communication with the users. Service desk employees execute the first line incident management, access management and request fulfilment processes.

KEY ACCOUNTABILITIES AND ACTIVITIES

* Logging all relevant incident/service request details, allocating categorization and prioritization codes.
* Providing first-line investigation and diagnosis.
* Resolving incidents/service requests when first contacted whenever possible.
* Escalating incidents/service requests that they cannot resolve within agreed timescales.
* Keeping users informed of progress.
* Closing all resolved incidents, requests and other calls.
* Conducting customer/user satisfaction call-backs/surveys as agreed.
* Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
* Maintain accurate inventory of all hardware and software resources and parts.
* Provide basic training and demos for staff.
* Create support documentation for staff.
* Policies, Processes & Procedures: adhere/comply with company policies and procedures; and follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

KNOWLEDGE,SKILLS,EXPERIENCE

* Ability to work / excel in a fast-paced environment where attention to detail and effective multi-tasking is essential;
* Team-player with the ability to interact professionally with internal and external stakeholders;
* Analytical, with problem-identification and problem-solving capabilities;
* 2 years previous IT Service Desk experience required;
* Incident Management experience - Managing incidents including business expectations and communication;
* Excellent communication skills - both written and verbal;
* Excellent organizational skills;
* Technical;
* Strong knowledge of Microsoft based operating systems (Windows 7 and Windows 10) and Office Suite;
* Experience deploying, managing and troubleshooting laptops, desktops, printers and mobile devices;
* Basic User & Security Group Active Directory administration;
* Office 365 Administration;
* Mobile Device administration (i.e. Samsung, iPhone); and
* Experience troubleshooting basic network issues such as wireless or VPN connectivity

EDUCATION AND CERTIFICATION REQUIREMENTS

* Diploma or Professional Degree in Computer Science/IT or equivalent
* ITIL qualification is preferable but not essential
* Microsoft certification such as MCP would be desirable

COMPETENCIES

* Building Trust - Builds strong relationships on a foundation of trust, loyalty and authenticity.
* Driving for Results - Relentlessly pursues quantifiable and measurable results: identifies areas for improvement and executes changes as necessary.
* Communication & Listening - Encourages open and honest communication with the team, communicates messages clearly and concisely and listens attentively to others.
* Initiative - Proactively seeks new opportunities and challenges; takes ownership and accountability for enhancing results or minimizing problems.
* Builds Networks - Builds strong relationships with peers, partners and key stakeholders, cultivating meaningful connections.
* Awareness & Insight - Assesses one’s own abilities, understands how actions impact perceptions and thrives within our culture, climate and organization at all levels.

WORKING CONDITIONS

* Responsibilities sometimes require working evenings and weekends;
* Requires regular travel to offices in Brampton and Mississauga and occasional travel to other MLF locations in Canada, if needed;
* Standard Office environment with occasional plant work;
* Ability to lift computer hardware, network printers, peripherals

ACCESSIBILITY STATEMENT

In accordance with Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants are required to make their needs known in advance.

We thank all applicants for applying however only those chosen will be contacted.

Company

Maple Lodge Farms Ltd

Location

Brampton

Opening Date

Jan 09, 2020