Msp Service Desk Analyst Jobs in Burlington, Ontario, Canada
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Burlington, Ontario, Canada
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Top Benefits
About the role
About IT Force
IT Force is a well-established IT Managed Services Provider in Burlington, Ontario. Established in 1999, it is our mission to make our client's technology EASY, ACCESSIBLE and SAFE. We manage our client's IT infrastructure including security, backup, cloud solutions and helpdesk support. We have an impressive customer satisfaction rating as it is our mandate to deliver our clients White Glove Service with Military Precision.
The Opportunity
We are looking for a Service Desk Analyst Level I to ensure our client’s IT systems are robust, reliable, safe and operate efficiently. In this role, you will work in-office with your colleagues as well as directly our clients. Regular hours are 8:15am - 5:00pm with a 1 hour lunch break, Monday to Friday.
Some of the non-technical responsibilities of this role are
Ensure service tickets in the PSA system are complete and accurate. Ensure all communications, issues and activities are documented in the PSA & documentation systems. Ensure service tickets are completed expediently and according to process. Verify your solution has been tested and the client is satisfied before completing the ticket. Ensure your solutions adhere to security best practices across client and internal systems. Encourage clients to complete the CSAT surveys upon completing the ticket. Ensure centralized systems are configured, functioning as expected, and alerts/errors are resolved Attend and participate in company/team events, meetings and collaborations. What’s in it for you?
Competitive compensation & employee benefits plan
10% Bonus eligibility, reviewed and paid quarterly Open, flexible culture On-the-job training While you work, we will train you, certify you, and make sure you have all the tools to do a great job! Some of the certifications you will receive (if you do not already have them) are: CompTIA Tech+ Microsoft Endpoint Administrator HDI Customer Service Representative Some of the benefits you will receive: Health, Drugs, Dental, Vision, Critical Illness, AD&D, Life & Disability Benefits Free breakfast, lunch, snacks, and beverages Monthly Fun @ IT Force events for you, spouse, and family Your Skills & Experience We’re looking for someone with an IT degree or diploma, or at least 2 years of general experience.
You must already be comfortable managing
Microsoft Windows operating systems Microsoft 365 users & licensing Some of the traits and behaviours of the ideal candidate for this position are: Customer Focus - Showing empathy and further seeking to understand your customer’s interests, needs, wants, priorities and situation. Calming - The ability to significantly reduce or stop someone from feeling upset, angry, anxious, or excited. Objective - Not influenced by personal feelings, biases, or opinions when representing information or handling a situation. Thoroughness - Taking great care and attention to detail. Completed in all aspects, without errors or omissions.
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About IT Force
IT Force uses technology to empower like-minded people to do great things. We specialize in manufacturing, professional services, transportation & logistics and not-for-profit sectors. Our services and solutions include managed IT, cloud, collaboration, back up and disaster recovery, security and industry insights.
As an information and technology service provider, we apply ongoing industry-specific learning to advise on the right IT technology to help our clients. Since 1999, we’ve worked to understand our clients’ businesses, what they are trying to accomplish and how best to choose and deploy technology that propels their mission and success.
Our white glove approach and 24x7 monitoring keep our clients’ businesses running smoothly. We resolve over 90% of all technical issues through our remote IT department, over the phone and at our office in Southern Ontario.