Service Desk Analyst

Information Technology Support Centre, Vaughan

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Description

We are looking for a Service Desk Analyst who is passionate about food and enjoys working in a fast paced, team environment! 
Are you currently pursuing a career in IT Support?

Do you have outstanding customer service skills?

Why not join us?

Position: Service Desk Analyst
 
Job Overview:
We are looking for a customer focused Service Desk Analyst with a desire to support members of the business, and a keen interest in Information Technology.
 
Reporting to the Manager of Service Desk and Application Support you will provide Tier 1 and Tier 2 - level Service Desk support to business partners company-wide (Stores, Support Centre, Longos Fulfillment Centre, Distribution Centre, Central Kitchen) as well as assist with projects. You will be the first point of contact for all IT support matters.
 
Service Desk Analysts are IT professionals who provide technical help for users of an organization. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks. Generally, they should be troubleshooting bent of mind and with proper communication to the stakeholders.
 
What you’ll do:
  • Provide Tier 1 and Tier 2 level IT support for all users in a friendly and professional manner via telephone, email, remotely and/or in person.
  • Document all inbound incidents and requests in the incident management tool provided (ServiceNow) and follow through with all customer support/request issues.
  • Ensures final closure of the Incident or Service Request to the satisfaction of the client.
  • Participate in developing the overall IT support service delivery strategy and implementing key IT strategic initiatives such as best-practice and process improvement exercises (i.e., ITIL, IT Security).
  • Responsible for I.T hardware and software deployments, modifications, and upgrades which entails:
  • Imaging laptops and desktops, adding additional software applications as required, then deploying and setting up.
  • Deploy business related wireless device applications via MDM (SOTI)- to RF Guns, Tablets, Mobile devices.
  • Provide IT related On-Boarding/Off-Boarding tasks.
  • POS Support - Replace receipt printers, guest and cashier facing monitors along with UPS batteries.
  • Perform support and administration, including account creation and change of user account information for the Service Desk incident and service request tracking application. Ensure AD accounts are maintained.
  • Support standard desktop application as well as industry specific applications
  • Anticipate potential problems and ensure that they are fixed before they become larger issues.
  • Manage SOTI Mobi Control for Mobile Device Management -build device profiles, deploy application changes, manage ERP devices and corporate mobile phones.
  • Provide end user documentation and maintain support knowledge base regarding solutions provided.
  • Assist with IT/Business related projects as assigned
  • Travel to stores and Fulfillment Centre locations as required (License and vehicle required)
  • Manage SCCM to build device images and deploy applications.
  • Ensure IT assets are cataloged and accounted for in Asset Management system (ServiceNow)
  • Take service desk calls and participating in after-hours and on call support on a rotational schedule.
  • Administers, develops, and maintains Service Desk knowledgebase to support service delivery. Contributes to procedures and articles.
  • Provide assistance and operational support in assessing and implementing upgrades and/or enhancements to the existing systems.
  • Adheres to defined IT Service Management processes (change, incident, and service requests) and operates within defined service levels
    • Ability to effectively function in a fast-paced, mission critical technology support environment
  • Support Infrastructure Team troubleshooting network issues, replacing UPS batteries, replace network cables, etc.
What we are looking for:
  • Post-Secondary Diploma or Degree in computer science or related discipline.
  • Certifications, such as CompTIA, ITIL, and MCSA a benefit.
  • Minimum 1-2 years of experience in a Service Desk environment.
  • The ability to communicate effectively with people at all levels in a friendly and professional manner
  • Understanding of the ITIL framework
  • Strong troubleshooting and problem-solving skills
  • Ability to prioritize workload
  • Positive, flexible attitude and a willingness to learn
  • The ability to adapt quickly to new situations including hours of work as well as new and changing processes, programs and services
  • Knowledge of the Desktop operating systems 90% Microsoft, 10% Mac OS
  • Strong Knowledge of Microsoft Office 365 including MS Teams and OneDrive
  • Experience with computer hardware and software troubleshooting, documentation, ticket management (ServiceNow).
  • Basic Knowledge of Azure Cloud and Active Directory
  • Familiarity with common IT peripherals i.e. Printers, Mobile Phones, Tablets, IP Phones, docking stations, projectors.
  • Knowledge of networks and network protocols such as SMTP, IMAP, DNS, DHCP, in support of resolving issues with device end-points.
  • Experience supporting both onsite and remote users will be critical
Experience with or an understanding of the following is desirable:
  • MS SharePoint
  • POS knowledge & Support Experience
  • Mobile device management (SOTI MobiControl)
  • SCCM
  • VOIP
  • VNC
  • Cisco AMP
  • Wireless Technology
  • ServiceNow
  • RF Gun technology
  • Some lifting will be required (monitors, desktop computers, Rack Mounted UPS Batteries, etc.
  • Valid G Drivers License 

Longo’s is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

Note: A qualified job applicant with a disability is one who possesses the required skills, education, experience and training and who can, with reasonable accommodation, perform the essential functions of the position applied for.

If you require accommodation, please contact the Human Resources Coordinator at:

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