MSP Service Desk Analyst I

About IT Force

IT Force is a well-established IT Managed Services Provider in Burlington, Ontario. Established in 1999, it is our mission to make our client's technology EASY, ACCESSIBLE and SAFE.  We manage our client's IT infrastructure including security, backup, cloud solutions and helpdesk support.

We have an impressive customer satisfaction rating as it is our mandate to deliver our clients White Glove Service with Military Precision.

The Opportunity

We are looking for a Service Desk Analyst Level I to ensure our client’s IT systems are robust, reliable, safe and operate efficiently.

In this role, you will work in-office with your colleagues as well as directly our clients.  Regular hours are 8:15am - 5:00pm with a 1 hour lunch break, Monday to Friday.

Some of the non-technical responsibilities of this role are:

• Ensure service tickets in the PSA system are complete and accurate.


• Ensure all communications, issues and activities are documented in the PSA & documentation systems.


• Ensure service tickets are completed expediently and according to process.


• Verify your solution has been tested and the client is satisfied before completing the ticket.


• Ensure your solutions adhere to security best practices across client and internal systems.


• Encourage clients to complete the CSAT surveys upon completing the ticket.


• Ensure centralized systems are configured, functioning as expected, and alerts/errors are resolved


• Attend and participate in company/team events, meetings and collaborations.

What’s in it for you?

• Competitive compensation & employee benefits plan


• 10% Bonus eligibility, reviewed and paid quarterly


• Open, flexible culture
  

On-the-job training

While you work, we will train you, certify you, and make sure you have all the tools to do a great job!  Some of the certifications you will receive (if you do not already have them) are:

• CompTIA Tech+


• Microsoft Endpoint Administrator
  


• HDI Customer Service Representative

Some of the benefits you will receive:

• Health, Drugs, Dental, Vision, Critical Illness, AD&D, Life & Disability Benefits


• Free breakfast, lunch, snacks, and beverages


• Monthly Fun @ IT Force events for you, spouse, and family

Your Skills & Experience

We’re looking for someone with an IT degree or diploma, or at least 2 years of general experience.

You must already be comfortable managing:

• Microsoft Windows operating systems


• Microsoft 365 users & licensing
  

Some of the traits and behaviours of the ideal candidate for this position are:

• Customer Focus - Showing empathy and further seeking to understand your customer’s interests, needs, wants, priorities and situation.


• Calming - The ability to significantly reduce or stop someone from feeling upset, angry, anxious, or excited.


• Objective - Not influenced by personal feelings, biases, or opinions when representing information or handling a situation.


• Thoroughness - Taking great care and attention to detail. Completed in all aspects, without errors or omissions.