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Desktop Support Analyst

Desktop Support Analyst

Robert HalfMississauga, ON, CA
2 days ago
Job type
  • Temporary
  • Quick Apply
Job description

We are offering a long-term contract employment opportunity for a Desktop Support Analyst in the High Tech - Pharm / Biotech industry based in Mississauga, Ontario. The role will involve providing comprehensive technical support, utilizing a variety of hardware and software, and delivering excellent customer service.

Responsibilities :

  • Diagnoses and resolves Help Desk tickets and requests received through escalations from others in IT or

through Service Now system, email, phone, or walkup using established processes.

  • Installs, configures and deploys applications, PCs and peripherals, iPhones / iPads, printers and room

    • conferencing equipment using established processes.

  • Performs IMAC (Install, Moves, Adds, Changes) - related tasks as assigned
  • Documents all incidents and service requests in Service Now system.
  • Participates in the creation of knowledge articles detailing troubleshooting processes and procedures
  • Ensures Help Desk tickets are properly escalated, and resolution of incidents is consistent with the agreed

    • SLA’s and where possible documented solutions.

  • Follows established Asset Management processes.
  • Provides feedback to manager on improvements related to deskside operation processes.
  • Collaborates with global and regional IT teams to resolve issues, minimize risk and ensure consistency.
  • Maintains local IT system and deskside process technical documentation. Posts documentation on IT

    • Intranet for team use.

  • Provides guidance to LoB regarding deskside IT policies and procedures and utilizes knowledge of relevant

    • IT areas to help them navigate the IT landscape in order to meet their needs.

  • Monitors and reports to manager on services provided by external parties (vendors, regional IT, global IT)

    • and ensures that they meet desired outcomes and agreed service levels.

  • A minimum of 4 years' experience in a Desktop Support Analyst role or similar is required.
  • Demonstrated proficiency in Desktop Hardware is essential.
  • Overall knowledge of Microsoft Office Suite & Windows OS
  • Familiarity with various Hardware Components is required.
  • Experience in handling Hardware Devices is necessary.
  • Intermediate understanding of Network services TCP / IP
  • Proven experience in managing Service Desk Tickets is needed.
  • Excellent Customer Service skills are mandatory.

    • Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

    Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

    Questions? Call your local office at 1.888.490.4429. All applicants applying for Canadian job openings must be authorized to work in Canada.

    Only job postings for jobs located in Quebec appear in French.

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    Desktop Support Analyst • Mississauga, ON, CA