Service Desk Analyst Co-Op

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality integrity and trustworthiness are the values that underlie this success and we have built this company by hiring people who hold these values. People like you!

Job Description

Service Desk Analyst Co-Op

Location: Mississauga ON

Type: Full Time Co-Op / Paid Intern Department: Corporate

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.

WHATS IN IT FOR YOU

• 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.

WHEN YOU JOIN US YOU WILL BE;

• 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 SLAs and OLAs.
• 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.

OUR IDEAL CANDIDATE;

• Bachelors degree or equivalent in Information Technology Computer Science Engineering or related field.
• Minimum 1 year of experience in IT Level 1 support 2-3 years experience in IT Level 1/Level 2 support preferred.
• 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.
• 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.
• ADDITIONAL SKILLS:
• 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

Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employees sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry and undertakes great efforts to nurture loyalty to and teamwork at IKO. We are pleased to offer competitive compensation health care a progressive and challenging workplace and a commitment to teamwork and integrity.

Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race religion creed color national origin age gender sexual orientation marital status veteran status or Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.