IT Service Desk Analyst - Mississauga, Canada - IKO Industries Ltd.

IKO Industries Ltd.

Verified Company

Mississauga, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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:

When you join us you will:

Provides 1st level 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.
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 oncall rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of businesshours. For example, during the evening, overnight and on weekends.
As assigned, research new technologies to stay informed on end point industry standards and best practices. Makes recommendations to Manager, Global Service Desk for inclusion in technology roadmap
As assigned, creates new and maintains published documentation for technical procedures, policies, and standard processes related to end point technologies
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, Global Service Desk
Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
Previous experience with IT Level 1 or 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
Strong troubleshooting, investigative and problem solving skills
Ability to design and develop enduser 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. Knowledge of French or the ability to develop French.
Able to travel frequently to supported regional locations (10%)

Additional Key Skills/Experience:

Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thinclients, Mac OS, and iOS devices.
Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)
Experience imaging/deploying desktops, laptops & mobile devices
ITIL Foundation certificate

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.