It Service Desk Analyst - Level 1

and Responsibilities:

• Provide support for PCs, laptops, printers, cell phones, tablets etc.
• Perform account management and maintenance for various applications and systems (e.g., creates or modify user accounts and permissions, and perform password resets).
• Diagnose and troubleshoot end-user desktop application issues and provide appropriate solution
• Complete all other duties as assigned.
• Follow all standard operating procedures through the effective use of knowledge management
• Provide timely resolution of problems or escalation on behalf of customers and ensure their satisfaction
• Be available to work rotating schedules, which may include evenings, weekends, and holidays
• Support and maintain effective relationships with users
• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support
• Communicate with customers with varying levels of technical and non-technical skills
• Provide case status updates to management and end-users per service level guidelines
• Support end-users in their use of applications such as Microsoft Office, VPN, Citrix, and MDM (mobile device management)
• Ensure the management team has clarity on the scope and level of service required of them to ensure the achievement of service level targets defined in OLAs containing KPIs linked to SLAs.

Qualifications

• Minimum 2 years of experience supporting various MS Office productivity suites (2016, 2019, O365 etc.)
• Strong written and verbal communication skills
• Ability to troubleshoot commercial off-the-shelf products.
• Ability to follow procedures and retain knowledge.
• Strong positive, can-do attitude.
• Ability to work independently as well as within a team environment.
• Minimum 2 years’ experience supporting various MDM platforms (Airwatch, Citrix, Blackberry UEM etc.)
• Strong analytical skills with a focus on troubleshooting and the translation of system issues to business impact
• Ability to troubleshoot mobile devices (smartphone, cell phones, tablets)
• Knowledge and experience with ITIL framework (certification a plus)
• Minimum 2 years of experience supporting Windows 7, Windows 10
• Minimum of two years prior work experience in an IT Helpdesk/Service Desk environment.
• Knowledge of Microsoft 365 Teams, SharePoint and OneDrive is an asset
• Ability to work in a fast-paced environment
• Above average cognitive and soft skills

Time Type

Full time

When you choose to build your career with Extendicare, you’re joining a team dedicated to making a difference. By focusing our energy on enriching the lives of our residents every day, we transform both the quality of their lives and the quality of our own work experiences.

If you have a passion for caring, turn it into a rewarding career with Extendicare!

Extendicare and affiliated organizations including our partner homes in Extendicare Assist, accommodate the needs of job applicants throughout its recruitment and selection processes upon request.