IT Help Desk Analyst

Company: Direct IT Recruiting Inc.

Location: 315 Front Street West, Toronto, Ontario M5A 3A4 Canada

Status: 6 Month Contract

Job Reference No: 848

Job Category: Infrastructure, Help Desk, Active Directory AD, IAM, ServiceNow, MS Office

Career Level: Intermediate to Senior

Number of Staff to Supervise: N/A

Work Experience: 5+ years L2 IT help desk experience, MCSE, ITIL, Active Directory AD, Security, IAM, ServiceNow, MS Office, Supporting applications, after hours and weekend shifts, bank

Industry: Financial, Bank

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IT Help Desk Analyst

 

Job Title: IT Help Desk Analyst

Company: Direct IT Recruiting Inc.

Location: Toronto, Ontario

Status: 6-Month Contract

Job Category: Infrastructure, Help Desk, Active Directory AD, IAM, ServiceNow, MS Office

Career Level: Intermediate to Senior

Work Experience: 5+ years L2 IT help desk experience, MCSE, ITIL, Active Directory AD, Security, IAM, ServiceNow, MS Office, Supporting applications, after hours and weekend shifts, bank

Industry: Financial, Bank

                               

DESCRIPTION:

This group is responsible for identity and access management throughout the business and is broken into 4 teams:

1st Team: Request Response – They process manual tickets, validate approvals, and manage certain request mailboxes.

2nd Team: AD Group Permissions – This team provisions group access to folders and apps as required

3rd Team: Application Security – Grant users access and manage permissions in relation to 150+ apps within the bank.

4th Team: Service Desk Follow-up: Assist with request follow-ups and escalations, providing support and troubleshooting and closing requests. This team is a blend of the 3 above teams.

 

This role will support the day to day operations of the Service Request Management department. This department is central focal point for requests to set up hardware and applications.

- Receive and review ServiceNow request - actioning the item according to established procedures and SLAs

- Provisioning access based on the request details

- Follow up with the appropriate parties to fulfill the request

- Follow up on escalations and engage the appropriate teams to expedite

- Address general inquiries regarding process and inquiries on pending tickets

- Work in collaboration with various teams

 

Shift work as follows:

- 7:00AM to 2:00PM

- 11:00AM to 7:00PM

- Weekend work is required

- There is overtime

 

REQUIREMENTS:

- Bachelor's degree in a technical field such as computer science, computer engineering or related field required.

- 5+ years of experience in Technical Help Desk role. 

- Must be able to understand technical terms and how to apply to day to day tasks.

- Active Directory (AD) experience

- Strong understanding of Microsoft Office Suite/applications

- Excellent English communication skills – both written and verbal to address inquiries via email and telephone

- Knowledge of ServiceNow – an asset

- Banking experience in IT

- Background in request management – experience working in a department that focuses on provisioning and follow ups

- MCSE – an asset