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Service Desk Analyst (Remote) - Jobs in Toronto, ON

Zycom Technology
Job LocationToronto, ON
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

We are looking for an experienced Service Desk Analyst who is a creative problem solver focused on providing exceptional customer service and is able to work in a team environment.What you can become: An indispensable team member who will have the opportunity to learn new technologies and take on new responsibilities to support our clients.Job Responsibilities

  • Perform remote diagnosis and troubleshoot desktop problems for end-users;
  • Generate, monitor, update and close service tickets for end-user issues;
  • Provide support to end users via phone or email during regular business hours;
  • Work together with staff to develop best practices to solve client issues effectively and efficiently;
  • Collaborate with operations team to ensure efficient functioning of the client’s computing environment;
  • Assist in developing long-term strategies and capacity planning for meeting future IT needs;
  • Continued learning with latest technologies;
  • Required to travel - 15%.
Education and Experience
  • Degree/Diploma in Information Technology;
  • Minimum 3 years overall work experience in a similar type role;
  • Excellent verbal and written communication skills in English;
  • Experienced using ticketing systems;
  • Experienced using monitoring and management systems.
Knowledge, Skills and Ability
  • Active Directory/Azure AD;
  • Microsoft Office 365 Administration;
  • LAN and WAN infrastructure administration and troubleshooting;
  • Desktop and Server Hardware (Compute, Storage, Network, etc.) troubleshooting;
  • In-depth networking concepts including routing and switching, DHCP, DNS and WINS protocols;
  • Application (Anti Virus, Security solutions, Custom Application) troubleshooting;
  • Experience in cloud-based monitoring such as Log Analytics, along with on-premise monitoring solutions;
  • Ability to perform effectively in high-pressure situations;
  • Demonstrate effective customer service skills;
  • Ability to work in a home-based office.
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