IT Service Desk Analyst-Full-Time-Downsview

Purpose of the Job

This role focuses on keeping clients satisfied with the IT services through day‑to‑day service support by delivering and maintaining a high quality of service. It is responsible for troubleshooting technical issues, ensuring that service agreements are met and tickets are resolved and closed in a timely manner, and for dealing with clients and other team members in a professional manner.

Primary Duties and Responsibilities

• The Service Desk Analyst is the expert on the endpoint and end‑user problems and provides system and user support without supervision. The analyst is also responsible to ensure all services are delivered in accordance with the SOPs and guidelines, which includes:
• Provide remote service assistance using various web‑based remote support tools when necessary.
• Troubleshoot system / network issues and provide Root Cause Analysis (RCA) working effectivity with partners and while collaborati...