IT Service Desk Analyst - Mississauga, Canada - Electrical Safety Authority

Electrical Safety Authority

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Electrical Safety Authority (ESA) has a clear mandate from the Ontario government. Everything we do aims to improve electrical safety for the public. To do this, we anticipate, understand and prevent electrical-related harms.

Please note this is a
hybrid work environment. (In-person 3 days per week)

Come join our Team

Role Description

End User Support:

Provide timely and effective support to endusers, addressing IT issues.
Create documentation and training materials to assist users in maximizing the benefits of technology.
Provide onsite support when required to resolve issues that cannot be addressed remotely.
Coordinate with users and other teams to schedule and execute onsite visits efficiently.

Hardware, Software and Application Support:

Install, configure, and maintain computer hardware and software components.
Collaborate with other IT teams to ensure the integration and compatibility of systems.
Follow established operating procedures to ensure consistency and compliance in IT service delivery.
Contribute to the development and improvement of standard operating procedures,
Perform routine operational checks to ensure the health and stability of IT systems.
Proactively identify potential issues and address or raise them before they escalate.
Deploy new hardware and participate in hardware refresh projects.
Ensure proper and secure disposal or recycling of outdated equipment.
Manage and support mobile devices, including setup, configuration, troubleshooting, and security measures.
Create and update comprehensive documentation for IT processes, troubleshooting procedures, and system configurations.
Work with vendors as appropriate to resolve issues and maintain good relations.

Ticket Management

Receive, prioritize, and resolve support tickets within established service level agreements (SLAs).
Document all interactions and resolutions in the ticketing system for future reference and continuous improvement.
Escalate unresolved or complex issues to the appropriate supervisor or specialized IT teams.
Collaborate with team members to find effective solutions to escalated problems.
Assist in preparing IT purchase orders and invoices, ensuring accuracy and adherence to outlined instructions.

Account Administration

Perform account administration tasks, including user account creation, modification, and deactivation of various ESA systems.
Handle access permission changes and ensure compliance with security policies.
Perform other duties as required.

Role Criteria

Requires a good knowledge of English to effectively communicate with others and prepare and maintain procedures, records, and reports.
Requires experience with mini/micro

- and local area network computer systems.

Requires experience in providing computer support to computer users.
A period of up to three years is considered necessary to gain this experience.

Why Join ESA?**ESA is one of Ontario's leading employers. By joining our team, you will enter a safety and development-focused environment. We will build on your strengths, appreciate your diversity, provide opportunities for your development and challenge you to be your best.