It Deskside Support Analyst

We are looking for an outstanding, collaborative and positive IT Deskside Support Analyst. This position is a technical role providing end user support to internal staff via phone, email, instant chat and walk up.
What you’ll do
Following procedures and process as related to technical troubleshooting and customer support in a collaborative manner
Provide outstanding customer experience with a focus of first call resolutions.
Accurately document and track all reported issues using ticketing tool (CRM Tool)
Taking ownership of triaging non-resolvable issues at level 1, to level 2 with excellent communication and documentation skill being clear, concise and capturing all relevant information.
Triaging major incidents to support teams in a timely manner with excellent documentation and written communication skills
Work in coordination with 3rd party vendors for co-managed applications
Provide guidance and support regarding business applications
Provide password reset assistance
Provide remote Service Desk support which can include, application support, software installations, mobile device setup and analysis of issues which will require escalation to level 2 teams
What you’ll bring
1-2 years’ outstanding experience in an IT Help Desk or Service Desk environment
University Degree in Computer Science or Computer Engineering
Strong problem solving and analytical skills based on 1-2 years’ experience in an IT Department
1-2 years’ experience supporting common Desktop applications and related hardware technologies
Support for any authorized desktop software, operational systems (Windows 7 / Windows 10), mobile devices and other tech products
Outstanding customer service skills with the desire and ability to exceed customer expectations
Tech savvy with solid grasp of office automation products, databases and remote control
Experience using incident tracking tools (Ticketing Software)
Acute attention to detail
Solid teammate
Friendly, collaborative and professional
Experience/Skills Preferred
Possess the ability to be professional and courteous with colleagues and customers alike.
University Degree in Computer Science, Computer Engineering or IT is a must.
Display and demonstrate excellent written and verbal communication skills with an emphasis on grammar and structure.
Strong customer service skills with the desire and ability to exceed customer expectations
Be a Strong team player and contributor with a friendly and professional approach.
Strong problem solving, and analytical skills based on 2-5 years’ experience in an IT Department with acute attention to detail.
Experience using incident tracking tools (CRM Software)
2-4 years of experience working with and troubleshooting O365 products including Word, Excel, PowerPoint, MS Teams, One Drive and have familiarity with SharePoint and its functions.
2-4 years' experience with being able to remotely troubleshoot laptop hardware
2-3 years of basic to intermediate home and corporate LAN and WAN troubleshooting experience with hardware and within Windows
3-5 years of experience with Active Directory knowledge including knowledge of accounts look up, object look up and modification, fundamental knowledge of domains and their purpose along with knowledge of security role groups and their purpose. Working knowledge of group policies at fundamental and conceptual level.
Have working knowledge of Windows 10 with at least 2-4 years of experience troubleshooting problems within the operating system.
Working knowledge with MS Azure
Knowledge of Incident management processes and procedure (Incident management is not a fundamental part of the service desk role but working knowledge is an asset)
Must be present in office 5 days a week with flexibility to work weekends and after hours when required
Experience/Skills Preferred
ITIL certification is an asset but not a requirement.
A+ Certifications is an asset but not a requirement.
HDI Certification is an asset but not a requirement.
Microsoft Azure Fundamental certification is an asset but not a requirement.
What you’ll get
Advantages
Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
Exceptional Career Development opportunities.
We’ll support your professional development education.
Responsibilities
Following procedures and process as related to technical troubleshooting and customer support in a collaborative manner
Provide outstanding customer experience with a focus of first call resolutions.
Accurately document and track all reported issues using ticketing tool (CRM Tool)
Taking ownership of triaging non-resolvable issues at level 1, to level 2 with excellent communication and documentation skill being clear, concise and capturing all relevant information.
Triaging major incidents to support teams in a timely manner with excellent documentation and written communication skills
Work in coordination with 3rd party vendors for co-managed applications
Provide guidance and support regarding business applications
Provide password reset assistance
Provide remote Service Desk support which can include, application support, software installations, mobile device setup and analysis of issues which will require escalation to level 2 teams
Qualifications
1-2 years’ outstanding experience in an IT Help Desk or Service Desk environment
University Degree in Computer Science or Computer Engineering
Strong problem solving and analytical skills based on 1-2 years’ experience in an IT Department
1-2 years’ experience supporting common Desktop applications and related hardware technologies
Support for any authorized desktop software, operational systems (Windows 7 / Windows 10), mobile devices and other tech products
Outstanding customer service skills with the desire and ability to exceed customer expectations
Tech savvy with solid grasp of office automation products, databases and remote control
Experience using incident tracking tools (Ticketing Software)
Acute attention to detail
Solid teammate
Friendly, collaborative and professional
Summary
We are looking for an outstanding, collaborative and positive IT Deskside Support Analyst. This position is a technical role providing end user support to internal staff via phone, email, instant chat and walk up.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.