It Support Analyst Jobs

The Opportunity:

Dairy Farmers of Ontario is seeking a skilled and customer-focused IT Support Analyst to join our team. The IT Support Analyst will play a vital role in ensuring the smooth operation of our technology systems by effectively monitoring, triaging, and resolving support requests from email and live phone calls.

The ideal candidate will have experience with ticketing systems, a strong technical aptitude, and a proven track record in providing exceptional customer service in a service desk environment.

To succeed, you will have:

• Ability to adapt to changing priorities and handle multiple tasks efficiently.
• A post-secondary degree or diploma in a business-related discipline.
• A proactive and collaborative approach to teamwork, with the ability to work effectively under pressure.
• Exceptional communication and interpersonal skills, with the ability to convey technical information to non-technical users.
• Minimum of 2 years of experience in a customer service role, preferably in a service desk or technical support environment.
• Experience with Microsoft technologies including Office 365, Windows/Active Directory, OneDrive are a plus.
• Bilingual in French and English an asset; and
• Dairy industry knowledge an asset.
• Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.
• Understanding of ITIL service management including incident/problem management is a plus.
• Excellent problem-solving skills and the ability to think analytically when troubleshooting issues.
• Strong technical aptitude and familiarity with computer hardware, software, and common operating systems with focus on Microsoft Windows environments.
• Strong verbal and written communication skills.
• Proficiency in using ticketing systems to manage and track support requests.

Overview of job responsibilities:

1. Monitor incoming support channels, including email, phone calls, and in-person requests and promptly create support tickets based on the reported issues.
2. Triage support tickets, assessing the urgency and severity of each case, and escalate complex issues to senior support technicians as necessary.
3. Provide timely and accurate responses to support requests, troubleshooting technical issues, and offer solutions to end-users.
4. Maintain detailed and accurate records of support requests, actions taken, and resolutions in the ticketing system.
5. Collaborate with other team members to identify trends in support requests and propose solutions to reduce recurring issues.
6. Ensure a high level of customer satisfaction by delivering clear, concise, and empathetic communication to end-users.
7. Follow established procedures for documenting, resolving, and closing support tickets within defined service level agreements.
8. Continuously update documentation to empower end-users to resolve common issues independently.
9. Participate in regular training and professional development opportunities to stay up-to-date with trends and technological advancements.
10. Perform project or project-related tasks as assigned.
11. Coordinate in office moves and liaise with vendors and service providers.
12. Additional duties as required ensuring the effective operation of IT functions.

What DFO Can Offer You

• A highly collaborative workspace providing; delicious dairy snacks, social events throughout the year and other great perks to foster an inclusive and engaged environment.
• Commitment to continuous learning – access to video courses taught by leading industry experts.
• Opportunities for professional and career development.
• An attractive Total Rewards Package that includes comprehensive benefits coverage.
• Flexible working arrangements which include a hybrid work model.

COVID-19 Safety Precautions

DFO is committed to the health and safety of our employees. A key component of our commitment to workplace safety includes our COVID-19 Vaccination Policy. Employees are required to be fully vaccinated and must provide DFO proof of vaccination prior to their first day of work. Accommodations for successful candidates unable to be vaccinated following human rights and other applicable laws will be considered.

Equal Opportunity Employer

Dairy Farmers of Ontario is an equal opportunity employer that is committed to encouraging a diverse workplace. DFO maintains an accommodation policy and will provide accommodation to job applicants with disabilities during the hiring process. Please contact us should you require an accommodation.

This is a full-time permanent position at DFO’s Head Office in Mississauga. Interested applicants are invited to submit a cover letter and resume directly to [email protected] no later than August 28, 2023.