Service Desk Analyst

Give and Go Prepared Foods; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A North American food manufacturer based in Toronto is seeking a Service Desk Analyst. In this role, you will support employees with technical issues, install and configure hardware, and maintain IT systems. Ideal candidates will have a college diploma in IT, with at least 2 years of experience in a similar environment and certifications. This position involves both on-site and remote technical support, promoting a culture of respect and open communication.

Benefits

Commitment to diversity

Learning and growth opportunities

Competitive benefits

Work-life balance

Qualifications

• Minimum 2 years' experience in a business technology role.
• Knowledge of desktop hardware and software setup.
• Valid Driver's License and access to a vehicle.

Responsibilities

• Support employees with technical issues in person and online.
• Diagnose and resolve hardware and software issues.
• Log interactions and document solutions in the ticketing system.

Skills

Analytical skills

Problem-solving skills

Experience with Windows environment

Client-server experience

Understanding of TCP/IP networking

Education

College diploma in IT or Computer Science

University degree in IT or Computer Science (preferred)

Tools

CompTIA A+ certification

Network+ certification

Server+ certification

Security+ certification

Job description

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Give & Go Prepared Foods Corp. is a proud member of the Mondelēz family. We are a leading, and growing, North American manufacturer of baked goods for over 30 years. If you're looking for a company that will provide you with opportunities for career growth and development, while working with an energetic team with deeply ingrained values of respect, direct and open communication, quality, and accountability, we’d love to have you join our team. Our Consumer Brands include: two-bite brand, Kimberley's Bakeshoppe, Mason St. Bakehouse, and The Worthy Crumb Pastry Co.

It’s an exciting time to be part of the Give & Go team as we are growing rapidly and want you to become part of our bright future!

Job Overview

We are currently looking for a versatile Service Desk Analyst to be part of our high-performing information technology services team. The Service Desk Analyst will be responsible for installing, configuring, troubleshooting, and maintaining Microsoft Windows desktops, notebooks, terminals, smartphones, printers, and peripherals, and solving user technology issues at Level 1 and 2.

Key Responsibilities

• Aid in employee orientation, including setup of accounts and training on login, resources, applications, and printers.
• Support all Give & Go employees both in person and online with technical issues across multiple locations, including manufacturing plants; administer Active Directory and other system accounts.
• Provide on-call support on weekends on a rotating basis.
• Identify and prioritize urgent situations, escalate when needed.
• Advise users on appropriate actions, providing education and training as needed.
• Diagnose and resolve hardware and software issues assigned by the BT Service Desk Manager.
• Research solutions using available resources.
• Log interactions and document resolutions in the ticketing system.
• Maintain accurate inventory of hardware and software resources, staying current with system updates and changes.
• Communicate effectively with end-users and the BT department.
• Install and support in-house and proprietary software and hardware, notifying employees of updates that may affect their work.
• Work evenings and weekends as needed, with little notice, including rotating weekend on-call.

Skills & Qualifications

• College diploma in IT, Computer Science, or related field (minimum).
• At least 2 years’ experience in a business technology role with project experience in a client-server environment.
• Preferred: university degree in IT, Computer Science, or related field.
• Certification: one of CompTIA A+, Network+, Server+, or Security+.
• Understanding of desktop / notebook hardware and software setup, configuration, and troubleshooting.
• Excellent analytical and problem-solving skills.
• Experience with Windows desktops, notebooks, iOS / Android devices in a networked environment, including Windows 10, Office 365, Outlook, MS Office.
• Ability to research system issues and products.
• Basic knowledge of TCP / IP networking and related services (DNS, SMTP, DHCP, VLANs).
• Knowledge of Wi-Fi and IoT-enabled devices.
• Valid Driver's License and access to a vehicle.

What We Offer

• Commitment to diversity and culture that is people-focused, emphasizing values of Quality, Direct Communication, and Respect.
• Opportunities for learning and growth, encouraging sharing ideas and experimentation.
• Competitive benefits and work-life balance.

Interested and qualified candidates are invited to apply directly. Give and Go is committed to equal employment opportunities. For accommodations during recruitment, contact us at [e-mail], citing "AODA". Only shortlisted candidates will be contacted.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Food and Beverage Manufacturing

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