Description

Service Desk Analysts will be interested in this Robert Half opportunity! This long-term contract / contract / contract / temporary to full-time employment opportunity is based in the Toronto, Ontario area. We encourage you to apply if you have a can-do attitude and are looking to be part of a highly motivated team. The primary function of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. As the Service Desk Analysts, you should also be aware of how your role relates to IT projects and IT Service Management initiatives. One of the most important things to understand for this position is Incident, Problem, Change Management and other processes. This position absolutely must understand how these processes work together to provide superior support and high availability of our business. If you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services, this Service Desk Analysts job might be for you. Sometimes that involves creating knowledge articles and arranging training for other Service Desk Analysts when needed. The responsibilities for this Analyst job can sometimes include covering alternative shifts when needed. We invite you to apply if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. This role is with a company in the Consultancy field.
How you will make an impact
Providing a high level of customer service through on-site technology support in both home and office environments, over a variety of platforms (e.g. PC, Mac, iOS, Android, etc.) for all assigned case teams and office based staff in a fast-paced environment  Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc. The chosen candidate will need to facilitate user account management. That means onboarding, change and departure processes Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment Assist in preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems  Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standard Assist in network and infrastructure maintenance Troubleshoot and log any technical issues received via phone call or ticket in the IT Service Management tool Service Now and analyzing call data to proactively identify improvement opportunities

Requirements

College diploma or University degree or equivalent experience specializing in technology with a minimum of 3 years in a similar role Broad experience in the following areas: PC/Mac hardware, software, telecommunications, mobile devices, networking, and server administration Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area Experience in effectively communicating and presenting technical concepts to management, peer group and staff Windows 10, Windows server, Mac OS, Microsoft Office and Cloud file share support experience Some experience in AV support – Zoom/WebEx meeting setup and basic troubleshooting LAN and IP networking knowledge SCCM or imaging software experience

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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Questions? Call your local office at 1.888.490.4429. All applicants applying for Canadian job openings must be authorized to work in Canada.

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Job Reference : 05090-0012165867

Specialization : Technology

Questions?

Call us at our branch office at416.350.8143