Level 2 Service Desk Analyst

Information Technology
Computer Services
Direct Hire
Markham, Ontario
Job ID:

Our client large computer services company is in need of a Level 2 Service Desk Analyst with the following abilities:

  1. Provide advanced technical support to internal team members
  2. Assist Level 1 analysts with resolving escalated issues
  3. Assist with ad-hoc user escalations from the leadership team
  4. Package new software for deployment via ITSM tool LANDesk
  5. Back-up, reimage, and configure laptops for redeployment
  6. Understand hardware break/fix policy, check devices for warranty, assist users with completing the appropriate hardware E-Forms
  7. Create knowledge documents and share with the team
  8. Assist with Windows 10 company-wide deployment; some travel may be required
  9. Maintain the Windows 10 image and share with the vendor accordingly
  10. Provide world-class customer service by treating each user with priority
  11. ITIL Foundation certification an asset