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Information Technology Support Analyst
Canada Cartage
- Toronto, Ontario, Canada
- Toronto, Ontario, Canada
Über
Position Summary
Reporting to the IT Manager, the IT Service Desk Analyst provides timely and effective technical and operational support to end users across system applications, hardware, and software environments. This role is responsible for receiving, prioritizing, documenting, and resolving incidents and service requests, while escalating issues when necessary to ensure seamless service delivery.
Location: 6767 Davand Drive, Mississauga (On-Site)
Coverage: Supporting users across Eastern and Central Time Zones (Canada & U.S.)
Schedule: Monday to Friday, 8:00 AM – 4:00 PM, with occasional after-hours support for critical issues.
Key Responsibilities
Monitor and respond to incoming service desk incidents and requests via phone and service portal, ensuring courteous, timely, and effective resolution.
Prioritize and manage the service desk queue to maintain consistent and high-quality service delivery.
Utilize remote management tools to troubleshoot, restore service, and support end users efficiently.
Accurately record, track, and document incidents and requests to ensure proper resolution and reporting.
Develop and maintain knowledge base articles for both end-user self-service and internal technical teams.
Maintain and adhere to IT standards, procedures, and policies related to incidents, requests, provisioning, and deprovisioning.
Assist in the development and continuous improvement of IT procedures, standards, and best practices.
Manage user account administration, including onboarding, role changes, and offboarding processes.
Provision hardware and peripherals, including imaging devices, configuring user profiles, installing software, and ensuring a stable user experience.
Handle moves, adds, and changes for users, groups, and resource accounts within:
Active Directory
Messaging systems
File and print services
Business productivity applications
Diagnose and resolve hardware and software issues; escalate complex issues as required.
Prepare and distribute communications to stakeholders regarding outages and widespread incidents.
Maintain accurate hardware and software inventory records.
Stay current with system updates, patches, and technology changes.
Contribute to continuous improvement initiatives by identifying opportunities to enhance user experience and service efficiency.
Qualifications & Skills
Fluently bilingual in French and English (required) to support a dedicated French-language queue.
Diploma in Computer Systems Technology or related discipline.
1–2 years of experience in IT systems and technical support within a business environment.
Proven experience installing, upgrading, and maintaining end-user devices and operating systems.
Strong troubleshooting skills across hardware, software, and business applications.
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
Strong customer service orientation and problem-solving mindset.
Ability to work independently with minimal supervision.
Strong analytical skills and attention to detail.
Excellent documentation and organizational skills.
Should this be of interest please send us your resume. Looking forward to connect
Sprachkenntnisse
- English
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