IT Service Desk Analyst

Essex Highways; Southwestern Ontario; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to join their team. In this role, you will be responsible for delivering high-quality technical support to both internal staff and external customers. Your expertise will be pivotal in troubleshooting and resolving issues across various desktop and mobile systems while ensuring accurate record-keeping in the ITSM system. This position offers an exciting opportunity to make a significant impact within a collaborative and innovative environment, where your contributions will be valued and recognized. If you are passionate about technology and customer service, this role is perfect for you.

Benefits

Sick Pay

Competitive Salary

Extra Leave Purchase Option

Discounts via RJ Rewards

Life Assurance

Employee Assistance Programme

Pension Scheme

Qualifications

• Experience in 1st line IT support and customer-facing roles.
• Strong understanding of Microsoft desktop products.

Responsibilities

• Provide front line troubleshooting and technical fixes.
• Maintain accurate records of support issues and assets.

Skills

Technical Support

Troubleshooting

Customer Service

Record Keeping

Microsoft Desktop Products

Tools

ITSM System

Job description

Reporting to the IT Service Desk Manager, this role is responsible for providing high-quality technical support for internal staff and external customers, along with monitoring and responding to incoming IT support requests via the ticketing system, telephone, or from colleagues. Your main responsibilities will include providing front line troubleshooting, diagnostics, and technical fixes across a range of desktop and mobile systems whilst keeping an accurate record of issues within the ITSM system.

The Role

1. To use existing skills and knowledge as well as appropriate support resources to identify resolutions to customer incidents.
2. To resolve incidents and problems both directly from staff & customers and through technical escalation.
3. To implement fixes and solutions which are in line with IT standards either directly with customer or via email, remote control, or onsite.
4. Taking ownership over issues, proactive tasks, and projects and see them through to completion.
5. Maintaining accurate records of support issues using the company’s ITSM system.
6. Maintaining accurate asset records using the company’s ITSM system.
7. Setting up/relocating new desktops, laptops, tablets, phones, and other devices such as printers.

Minimum Requirements

1. Previous experience working in a 1st line IT support environment would be desirable.
2. Previous experience in a customer-facing environment.
3. Good understanding of Microsoft desktop products.
4. Understand the need for accurate record keeping of tickets and assets.

Benefits

In return for your hard work, you will receive:
- Sick Pay
- Competitive salary
- Opportunity to purchase up to 5 days extra leave
- A variety of discounts through our “RJ Rewards” app, including restaurants, holidays, days out, etc.
- Life Assurance
- Employee Assistance Programme
- Pension scheme

The Company

We are Ringway Jacobs, a leading highways service provider working with local authorities across the UK. Formed in 2005, specifically to provide road network management solutions to local government, our unique blend of engineering capability, innovation, and customer care make us the best in class. We support over 10,000 miles of highways, 10,000 miles of footway, almost 7,800 miles of public rights of way, and 242,000 street lights. We excel in delivering safe, sustainable service excellence through our passion, integrity, and collaborative culture.

Ringway Jacobs is an equal opportunities employer. We wish to ensure equality of opportunity in employment and the fair treatment of all our employees.

If you require further details, please contact our Recruitment Team on 0330 311 2502 or e-mail them on [e-mail], or click on the “Apply Now” button. This will take you to a login page, where you will need to create an account to continue your application. Once you have created an account, you will be able to see where your application is up to and apply for other opportunities within Ringway Jacobs.

Should you require any reasonable adjustments to be made as part of the application process, please contact us directly.