Senior IT Service Desk Analyst

IKO Industries Ltd. - Brampton, ON (7 months ago)

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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

Position Summary:
The Senior Service Desk Analyst is responsible for providing technical and operational leadership and 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.

Key Responsibilities:
Technical Leadership

Provides technical leadership to the globally distributed team of Service Desk Analysts through training, coaching and continual engagement.
Creation and maintenance of published documentation for technical procedures, policies, and standard processes related to Service Desk. Ensures adherence by Service Desk Analysts
Research new technologies to stay informed on Service Desk standards and best practices. Makes recommendations to Manager, Service Desk with detailed product evaluation for inclusion in technology roadmap
Oversees all incidents & requests and assigns tasks to the Service Desk Analysts.
Monitors the team’s conformance with the Service Level Agreements
Provides escalated technical support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.
Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides hardware support for laptops, desktops, printers and mobile devices.
Closely adheres to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes
Logs all client contacts into the IT Service Management Tool
Responsible for accuracy into the IT Service Management Tool
Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.
Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)
Additional duties as assigned by the Manager, Service Desk

Project Coordination

Serves as the primary contact for large Service Desk projects. Ensures alignment of activities and technical approach.
Collaborates with project team members, providing technical leadership, assists in creation of detailed task plans and executes activities, communicating status accordingly
Helps ensure relevant milestones and task plans for assigned projects are reached to ensure successful delivery

Knowledge/Skills/Competencies Required:
Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
Min 3 years previous experience, ideally with a combination of IT Level 1 and Level 2 support roles
Great customer service skills with an ability to demonstrate empathy
Experience troubleshooting issues clients may be having connecting to or using network services
Experience supporting both onsite and remote users
Experience working within project teams to deliver, manage and report on tasks and timelines
Strong troubleshooting, investigative and problem solving skills
Ability to design and develop end-user FAQ & 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.
Excellent knowledge of English and Dutch (for locations in Belgium, Netherlands) is required.
Able to travel frequently to supported regional locations (15%)

Additional Key Skills/Experience:
Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices
Experience supporting Email systems such as Exchange/Outlook
Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)
Experience imaging/deploying and managing desktops, laptops & mobile devices
ITIL Foundation certificate
Microsoft certification e.g. MCSA; ACMT or equivalent certification is an additional asset
Knowledge of French or the ability to develop French.

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 employee's 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 disability. IKO 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.