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Junior Technical Support Analyst to provide 1st level support while ensuring SLAs are met - Mississauga

Job Type: Permanent
Positions to fill: 1
Start Date: Sep 30, 2022
Job End Date: Sep 30, 2022
Pay Rate: Salary: Negotiable
Job ID: 123219
Location: Toronto
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Our retail client is looking for a Junior Technical Support Analyst to provide 1st level support while ensuring SLAs are met  

Permanent position in Mississauga

Must Have
  • 2+ years of working experience in an IT Service Desk environment
  • Working knowledge of Windows operating systems, imaging PC’s, networks, and network security concepts. Microsoft Office application suite (O365), and Microsoft Active Directory.
  • Basic knowledge of ITIL
  • Basic understanding of Service Desk metrics/Ticketing System’s/SLA’s
Responsibilities
  • Provide first-level technical support virtually and in person, including basic end-user training on log-in, software, hardware, and internal security.
  • Diagnose and troubleshoot end-user technical issues with a sense of urgency while escalating complex problems to the appropriate team members for resolution.
  • Follow all standard operating procedures (SOP) through the effective use of the support software used by the team.
  • Support PCs, Laptops, Printers, Cell/Desk Phones, and any other technology supported by the Operations Support team.
  • Installation and support of software as required while maintaining an accurate hardware inventory using the assigned system