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

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