On behalf of our client in the Banking Sector, PROCOM is looking for an IT Operations Support Analyst.
IT Operations Support Analyst - Job Description
- Provide onsite support to employees and contractors for technical issues involving (but not limited to); applications and software as well as provided devices and hardware
- Ensure a high level of service delivery in accordance with Framework and policies
- Educate end users on hardware, software and access request processes
- Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
- Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops
- Identify trends and opportunities for improvement as well as provide ongoing feedback
- Identify and escalate wide-impact or potential wide-impacting outages
- Team members receive in-depth training and shadowing and are measured by in-person evaluation, colleague interaction, first contact resolution, support proficiency and ticketing quality
IT Operations Support Analyst - Mandatory Skills
- Excellent written and oral communication skills
- Ability to work flexible schedules based on business forecast requirements (which are subject to change)
- Above average computing and navigational skills
- Exceptional customer service skills
- A team player who collaborates effectively with peers and other teams
- Good knowledge of Microsoft 0365 products (Outlook, Word, Excel, OneNote and PowerPoint)
- CompTIA A+ certification
- A technical support background or related education including experience with some or all of the following: Windows 10, 11, Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support
- Experience with iPad, Tablets, Smartphone, and Android devices
IT Operations Support Analyst- Preferred Skills
- Experience with ticketing systems is an asset
IT Operations Support Analyst - Assignment Start Date ASAP – 12 months to start (expected 2 year contract)
IT Operations Support Analyst - Assignment Location Mississauga, ON – Work Onsite