IT Service Desk Analyst - 4 months contract

IT Service Desk Analyst - 4 months contract

Wednesday, January 8, 2025

Join our team

Metro Supply Chain is a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada’s Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.

SUMMARY

The IT Service Desk Analyst responds to inquiries and requests for assistance with the organization's computer systems or PCs and telecom. Identifies, analyzes, troubleshoots, and resolves problems with the aim of eliminating recurrences and reducing calls to the Service Desk. Coordinates with other Information Technology areas to resolve problems if necessary. Support hours for the Service Desk Team are 24/7 and the shifts/hours are rotating weekly. Provides support and a central point of contact for standard software and hardware in use at Metro Supply Chain.

THIS IS A 4 MONTHS CONTRACT POSITION

RESPONSIBILITIES

1. Logs all Service Desk calls or email requests into ITSM tool and updates problem profiles.
2. Analyzes and resolves problems with a goal of 90% First Call Resolution.
3. Supports all Software Applications and Infrastructure in use at Metro.
4. Investigates causes, tests solutions, and puts solutions in place to reduce calls to Customer Service.
5. Fixes causes, not just solutions. Works to eliminate recurring problems and reasons to call.
6. Promotes effective use of technology.
7. Watches for trends that indicate potential problems and then eliminates the problems before they happen.
8. Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
9. Promotes a professional Customer Service image and sells the value of the Service Desk.
10. Understanding Customer priorities and objectives and taking an active role in accomplishing these objectives.
11. Reviews start of day activity logs (i.e. backups) and identifies any ongoing issues.
12. Passes feedback from customers on to the End User.
13. Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
14. Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.
15. Keeps customers informed of progress on problems that cannot be resolved on first call.
16. Keeps current on all the technology used in the environment supported.
17. Takes training that continues to develop interpersonal skills.

EXPERIENCE

1. 1-2 years of work experience in an IT support function or a customer service-oriented call center environment.
2. Experience with Windows Operating System, O356, Citrix, TeamViewer, Zebra and Honeywell devices.
3. Incident Management, Service Requests, Service Desk functions, Computer Hardware.

EDUCATION

1. Bachelor Science degree in Information Systems or related field, or equivalent combination of education and experience.
2. Microsoft Certified Professional (MCP).
3. ITIL Foundation v3 or higher.

Why Join Us

1. Work in an environment where safety is our first priority.
2. The opportunity to build a career with a growing company.
3. Medical, dental, and vision coverage for you and your family.
4. Life and disability insurance.
5. Wellness programs to support your family’s well-being.
6. A Retirement Savings Program with a company match.
7. Employee Appreciation Day.
8. Company sponsored social events.
9. Community volunteering.

We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals.

Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.

1045 Tristar Dr, Mississauga, ON L5T 1W5, Canada