Purpose of the Job:
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This role focuses on keeping clients satisfied with the IT services through day-to-day service support by delivering and maintaining a high quality of service.
- This role is responsible of troubleshooting technical issues, ensuring that service agreements get met and tickets are resolved and closed in a timely manner.
- This role requires dealing with the clients and other team members in a professional manner.
Primary Duties and Responsibilities:
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The Service Desk Analyst is the expert on the endpoint and end user problems and provides system and user support without supervision. The analyst is also responsible to ensure all services are delivered in accordance with the SOPs and guidelines, which includes:
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Provide remote service assistance using various web-based remote support tools when necessary.
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Troubleshoot system / network issues and provide Root Cause Analysis (RCA) working effectivity with partners and while collaborating with other IT streams.
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logging all the cases properly and update/close the tickets in a timely manner. Maintain service ticket ownership throughout the life of the support incident.
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Escalate high-profile issues for appropriate handling and routing.
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Vendor assignment and escalations
- Ensure issues/requests are resolved in a timely manner and in accordance with standard operating procedures.
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Provide off-hour support to avoid any service impact to the customer.
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Provide end-point support including but not limited to desktops, laptops, AIO, tablets & KIOSKs
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Record unique cases to be included in Knowledge base.
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Communicate recurring cases within the team to address the root cause.
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Participate in incident reviews as required.
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Assume responsibility for multiple concurrent issues, applying appropriate prioritization.
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Maintain a professional and friendly attitude while communicating with customers and colleagues.
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Perform other technical duties as assigned.
Qualifications
- A Bachelor's degree in Information Technology / Computer Science or related disciplines e.g. Engineering
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Microsoft certification preferred.
- Cisco Certification preferred.
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ITIL Certification preferred.
Experience
- Candidates with 2 to 4 years of experience in a similar role
- Experience managing/troubleshooting windows endpoints.
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Experience managing/troubleshooting other ancillary endpoints (printers, scanners, POS pads, cameras etc.)
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Software Installs, Active Directory
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Experience managing network systems: Firewall, routers and switches in a large enterprise.
- Experience managing VoIP systems.
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LAN, WAN support and troubleshooting experience.
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Familiarity and experience supporting the Government of Ontario IT Standards (GO-ITS).
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Ability to work under limited supervision.
Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.
Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [email protected].
