Easter Seals Jobs

Position Description

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.

• This role is responsible of troubleshooting technical issues, ensuring that service agreements get met and tickets are resolved and closed in a timely manner.

• This role requires dealing with the 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 collaborating with other IT streams.

• logging all the cases properly and update/close the tickets in a timely manner. Maintain service ticket ownership throughout the life of the support incident.

• Escalate high-profile issues for appropriate handling and routing.

• Vendor assignment and escalations

• Ensure issues/requests are resolved in a timely manner and in accordance with standard operating procedures.

• Provide off-hour support to avoid any service impact to the customer.

• Provide end-point support including but not limited to desktops, laptops, AIO, tablets & KIOSKs

• Record unique cases to be included in Knowledge base.

• Communicate recurring cases within the team to address the root cause.

• Participate in incident reviews as required.

• Assume responsibility for multiple concurrent issues, applying appropriate prioritization.

• Maintain a professional and friendly attitude while communicating with customers and colleagues.

• Perform other technical duties as assigned.

Qualifications

Qualifications

• A Bachelor's degree in Information Technology / Computer Science or related disciplines e.g. Engineering

• Microsoft certification preferred.

• Cisco Certification preferred.

• ITIL Certification preferred.

Experience

• Candidates with 2 to 4 years of experience in a similar role

• Experience managing/troubleshooting windows endpoints.

• Experience managing/troubleshooting other ancillary endpoints (printers, scanners, POS pads, cameras etc.)

• Software Installs, Active Directory

• Experience managing network systems: Firewall, routers and switches in a large enterprise.

• Experience managing VoIP systems.

• LAN, WAN support and troubleshooting experience.

• Familiarity and experience supporting the Government of Ontario IT Standards (GO-ITS).

• Ability to work under limited supervision.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see ourApplicant Privacy Policy and Notice (https://www.serco.com/na/privacy-policy) .

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Click here to apply now (https://careers-sercocanada.icims.com/jobs/64984/it-service-desk-analyst/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834477830)

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ID 64984

Recruiting Location : Location CA-ON-Downsview

Category Information Technology

Position Type Full-Time

Security Clearance Criminal Record Check (CPIC); Fingerprint Criminal Record Check

Telework No - Teleworking not available for this position