Service Desk Analyst
Job Description

Service Desk Analyst - Brampton, ON
On behalf of our client, Procom is searching for a Service Desk Analyst for a 6 month contract in Brampton, ON.

Service Desk Analyst Job Details

The Service Desk Analyst 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, email, self-service portal, and walk-up service support. 

Service Desk Analyst Job Responsibilities

  • Provides 1st level support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident. 
  • Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides hardware support for laptops, desktops, printers and mobile devices. 
  • Closely adheres to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes
  • Logs all client contacts into the IT Service Management Tool 
  • Responsible for accuracy into the IT Service Management Tool 
  • Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends. 
  • As assigned, research new technologies to stay informed on end point industry standards and best practices. Makes recommendations to Manager, Global Service Desk for inclusion in technology roadmap 
  • As assigned, creates new and maintains published documentation for technical procedures, policies, and standard processes related to end point technologies 
  • Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)
  • Additional duties as assigned by the Manager, Global Service Desk 

Service Desk Analyst Must Have Skills

  • Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field. 
  • Previous experience with IT Level 1 or Level 2 support roles 
  • Great customer service skills with an ability to demonstrate empathy 
  • Experience troubleshooting issues clients may be having connecting to or using network services 
  • Experience supporting both onsite and remote users 
  • Strong troubleshooting, investigative and problem solving skills 
  • Ability to design and develop end-user FAQ & training documentation 
  • Enthusiastic and pleasant attitude 
  • Strong desire to learn 
  • Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes 
  • Upholds best practice standards as well as departmental policies and procedures 
  • Excellent listening skills, verbal and written communication. 

Service Desk Analyst Nice to Have Skills

  • Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices. 
  • Experience supporting Email systems such as Exchange/Outlook 
  • Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.) 
  • Experience imaging/deploying desktops, laptops & mobile devices 
  • ITIL Foundation certificate 

Service Desk Analyst Assignment Length
6 months

Service Desk Analyst Location
Brampton, ON

Service Desk Analyst Start Date

Job Requirements


Company Overview

For 35 years, Procom has been pushing the envelope in North American IT staffing solutions. Driven by a senior management team of seasoned recruitment professionals, we have offices in 14 locations in the US and Canada and service all major IT markets.

When we started out in 1978, tech jobs were just being integrated into the workplace. We have been a part of shaping the landscape of IT in Canada ever since, placing IT consultants in major businesses in all sectors, including banking, telecommunications, and retail.

Through all the peaks and valleys of the IT industry, we have consistently done one thing: helping IT professionals discover the next chapter in their career.

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