Service Desk Analyst - Laval, Canada - Microage
Description
Why MicroAgeTrusted business partner and market leader that enables Client success through the adoption of information technology. MicroAge
provides organizations with managed IT services and business technologies, supported by a team of skilled professionals who strive
to anticipate the evolving needs of our Clients. We take pride in the premium quality, personalized services we deliver, and have
earned the privilege to be considered the partner of choice for many of Canada's Fortune 1000 companies, small and medium
businesses, public sector organizations and educational institutions.
Our team is comprised of talented and passionate professionals that are encouraged to think outside the box. The MicroAge
environment is dynamic, where team members are appreciated for their involvement and rewarded for their contribution. Our
commitment to continuous improvement is supported by career development initiatives that include on-going skills training and
coaching. We help bring out the best in you.
The Position:
Service Desk Analyst
Location:
Laval (QC)
This position is permanent, full-time
Reporting to the Managed Services Delivery Manager, the Service Desk Analyst is responsible for the remote monitoring and
remediation, telephone support, deployment services, inventory control and coordination of onsite technical interventions.
Information Technology is at the core of our business
Objectives of the Position:
- Provide firstresponse to service incidents (enduser computing, printing, and connectivity) requiring telephone
- Manage service incidents requiring escalation and/or onsite intervention.
- Interface effectively with the client during service interventions and proactively communicate with the Client until
- Primary Responsibilities:
- Perform entrylevel to intermediate technical interventions, root cause analysis and provide escalation services for all
- Perform configuration, imaging and staging services on laptop and desktop computers.
- Accurately diagnose, categorize, and identify business impact and urgency and respond accordingly for all incidents and
- Strive for firstcall resolution and maintain the highest level of customer satisfaction.
- Stay abreast of new technologies, participate in MicroAge sponsored training initiatives, maintain personal certification
- We are Looking for:
High performing individuals who:
- Possess a College diploma in the field of IT or equivalent technical certificate
- Are punctual, analytical and possess excellent communication skills and business acumen
- Are fully bilingual, written and spoken (to serve our French and Englishspeaking clientele)
- Are problem solvers with the ability to analyze, prioritize and understand the sense of urgency required to meet business
- Possess technical proficiencies outlined below:
- Good knowledge and experience in administering and troubleshooting of:
- Network connectivity
- Microsoft Windows 7/8/10 environments
- Standard Business Applications
- Basic knowledge and experience in the implementation and support of SMB internetworking infrastructure: LAN,
- Working knowledge and understanding of Antivirus, Anti-Malware and Next Generation Anti-Virus
- Intermediate knowledge and experience on Remote Management tools: N-Central, TeamViewer, GoToMeeting
- Certifications an asset:
- Microsoft Certified Professional (MCP)
- CompTIA A+
Working Conditions:
- Standard hours of operation for the MicroAge Service Desk are from 7:00am to 11:00pm from Monday to Friday, excluding
to 8:00pm. A rotation schedule is established with all members of the team to ensure that service levels are maintained
throughout this period.
- A standard work week is 37.5 hours, however all technical resources are required to be available for overtime work, in order
- We offer:
- Competitive remuneration.
- Comprehensive employee benefits package.
- Training, coaching and mentoring within a stimulating work environment.
- Possibility of workfromhome following the successful completion of the probation period.
- Career development with the possibility for advancement within the Company.
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