Service Desk Analyst Co-op

at  IKO Industries Ltd

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you!
Job Description

POSITION SUMMARY:

The Service Desk Analyst – Co-Op is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our Service Desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, self-service portal, email and walk-up service support.
The primary role of the Service Desk Analyst – Co-Op is to ensure prompt service response to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up), and to resolve known issues and basic service requests by following scripts or through additional guidance.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree or equivalent in Information Technology, Computer Science, Engineering or related field.
• 0-3 years’ experience in IT Level 1 support.
• Great customer service skills with an ability to demonstrate empathy.
• Good troubleshooting, investigative and problem-solving skills.
• Enthusiastic and pleasant attitude.
• Strong desire to learn.
• Upholds best practice standards as well as departmental policies and procedures.
• Excellent listening skills, verbal and written communication.
• Excellent knowledge of English, and Dutch (for locations in Belgium, Netherlands), is required. Knowledge of French or the ability to develop French.

PREFERRED QUALIFICATIONS:

• Experience providing technical support in an enterprise environment consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
• Active Directory knowledge (resetting passwords, familiarity with use of security groups, etc.).
• Experience supporting M365 applications, and email systems such as Exchange/Outlook.
• Experience supporting mobile devices using Intune or other MDM solution.
• Experience configuring and managing desk/soft phones using Avaya or other platforms.
  Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee’s sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
  Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Operational Delivery

• Provide first response, initial triage and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk up - for on premise & remotely connected staff across all Global locations in line with defined service metrics, SLA’s and OLA’s.
• Ensure tickets are created for all client contacts.
• Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.
• Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority.
• As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
• Identify trends in incidents to support problem management. Record all outages within the ticketing system.
• Provide basic “how-to” training to end users.
• As assigned, author, edit, and QA knowledge base articles or technical procedures related to endpoint technologies.
• Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
• Closely adhere to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes.
• Additional duties as assigned by the Manager, Service Desk.

Technical Expertise

• Resolve all tickets within scope through use of experience, scripts/knowledge base, or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.
• Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones and other end-user peripherals.

Project Delivery

• Not applicable for this role

Team Leadership

• Not applicable for this role