11 Jan
TEKsystems
Mississauga
One of TEKsystems clients is looking to hire on a Sr Support Analyst for a 6 months contract located in Mississauga. This is fully onsite 5 days a week with a 9:00 am - 5:00 pm working schedule.
Top Skills' Details
- 4+ years of experience in IT Level 1 support including 2-3 years' experience in IT Level 2 support
- Experience providing technical support in an enterprise environment, consisting of Windows 10/11 PCs, thin clients/Citrix/IGELs, macOS, and iOS devices
- Experience supporting M365 applications, and email systems such as Exchange/Outlook services
- Experience troubleshooting issues clients may be having when connecting to or using network services
Job Description
- The IT Service Desk Analyst 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, self-service portal, email and walk-up service support.
- The primary role of the IT Service Desk Analyst is to ensure prompt service delivery to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up)
- The Service Desk Analyst aims to resolve all tickets within the team's scope of responsibility, or ensures that all items are correctly reviewed, updated and reassigned to other appropriate IT teams.
Operational Delivery
- 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.
- Provide 2nd level support, including deskside support and travel to regional locations as may be needed.
- Ensure tickets are created for all client contacts.
- Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.
- Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority.
- As needed, 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. Record all outages within the ticketing system.
- Provide basic "how-to" training to end users.
- Seek approval to purchase, deploy or upgrade approved endpoint hardware and software,
within the scope of Service Desk support items, with vendor coordination as may be needed.
- Maintain accurate tracking and recovery of IT equipment.
- Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs.
- As assigned, author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies.
- Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
- Participate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekends.
- Closely adhere to defined Global IT Service Management processes- change management, incident management, knowledge management, problem management, request management and service level management processes.
- Additional duties as assigned by the Manager, Service Desk.
Technical Expertise
- 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.
Project Delivery
- 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.
Team Leadership
- Actively participate in knowledge sharing, including training new team members and cross-training peers.
Additional Skills & Qualifications- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
- Excellent customer service skills with an ability to demonstrate empathy.
- Experience supporting both onsite and remote users.
- Experience providing Executive-level support.
- 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.
PREFERRED
- 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
PLEASE ONLY APPLY TO THIS ROLE IF YOU HAVE ALL 3 TOP SKILLS LISTED
Candidates who qualify will be contacted - This is 100% onsite in Mississauga (9:00-5:00)
L'un des clients de TEKsystems cherche à embaucher un analyste de support principal pour un contrat de 6 mois situé à Mississauga. Ceci est entièrement sur place 5 jours par semaine avec un horaire de travail de 9h00 à 17h00.
Détails des principales compétences
- 4+ années d'expérience dans le support informatique de niveau 1, dont 2 à 3 ans d'expérience dans le support informatique de niveau 2
- Expérience dans la fourniture d'un support technique dans un environnement d'entreprise, composé de PC Windows 10/11, de clients légers/Citrix/IGEL, d'appareils macOS et iOS
- Expérience dans la prise en charge des applications M365 et des systèmes de messagerie tels que les services Exchange/Outlook
- Expérience de dépannage des problèmes que les clients peuvent rencontrer lors de la connexion ou de l'utilisation des services réseau
Livraison opérationnelle
- Fournir une première réponse, un triage initial et un dépannage pour tous les éléments de support reçus par le biais de tous les canaux - téléphone, courriel, système de tickets/portail web, visite - pour le personnel sur site et connecté à distance dans tous les sites mondiaux, conformément aux mesures de service définies, aux accords de niveau de service (SLA) et aux accords de niveau de service (OLA).
- Fournir une assistance de deuxième niveau, y compris une assistance de bureau et des déplacements vers les sites régionaux, le cas échéant.
- S'assurer que des tickets sont créés pour tous les contacts clients.
- S'assurer que les tickets entrants sont correctement capturés en tant qu'incidents (break/fix) ou demandes de service.
- S'assurer de l'exactitude de l'évaluation de l'impact et de l'urgence d'un incident ou d'une demande d'assistance afin de déterminer la priorité.
- Selon les besoins, escalader ou réassigner les tickets aux ressources appropriées avec une documentation complète de toutes les actions et mesures prises dans toute tentative de résolution.
- Identifier les tendances dans les incidents pour soutenir la gestion des problèmes. Enregistrer toutes les pannes dans le système de billetterie.
- Fournir une formation de base aux utilisateurs finaux.
- Demander l'autorisation d'acheter, de déployer ou de mettre à niveau le matériel et les logiciels approuvés pour les points d'accès, dans le cadre des éléments de soutien du service d'assistance, avec la coordination des fournisseurs si nécessaire.
- Assurer un suivi précis et la récupération du matériel informatique.
- Transmettre les questions aux fournisseurs dans le cadre des contrats d'assistance existants ; assurer le suivi, la documentation et la transmission de la conformité des fournisseurs aux objectifs de niveau de service existants.
- En fonction des tâches qui lui sont confiées, rédiger, éditer et assurer la qualité des articles de la base de connaissances, des procédures techniques, des politiques et des processus standard liés aux technologies des points fina
- Valider la conformité des employés aux politiques et procédures lors de toutes les tâches, en prenant des mesures, en faisant rapport ou en procédant à une escalade au besoin.
- Participer, comme prévu, au soutien de la rotation des services sur appel, répondre aux objectifs de niveau de service et dépanner les incidents en dehors des heures d'ouverture à l'échelle mondiale, par exemple le soir, pendant la nuit et les week-ends.
- Respecter scrupuleusement les processus définis de gestion des services informatiques mondiaux - gestion du changement, gestion des incidents, gestion des connaissances, gestion des problèmes, gestion des demandes et gestion des niveaux de service.
- Tâches supplémentaires assignées par le gestionnaire, Service d'assistance.
Pay and Benefits
The pay range for this position is $35.00 - $40.00
Workplace Type
This is a fully onsite position in Mississauga,ON.
À propos de TEKsystems:
Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d'un nouveau monde d'opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l'industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C'est le pouvoir d'un vrai partenariat. TEKsystems est une société du groupe Allegis.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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