Service Desk Analyst

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you!
 

Job Description

Job Summary: Reporting to the Manager, Service Desk, the successful candidate will be responsible for providing technical support to end users, troubleshooting complex hardware, software, and network issues, and ensuring timely resolution of incidents and service requests.

As part of the Global Service Desk team, this role combines traditional service desk responsibilities with hands-on support for networking and server environments. The successful candidate will contribute to IT service management processes, coordinate major incident responses, maintain technical documentation, and support continuous improvement initiatives aligned with ITIL best practices.

Benefits

• Health Insurance (includes teledoc, virtual health, FSA, HCSA & other benefits)
• Dental Insurance
• Vision Insurance
• Life Insurance
• Health Spending Account
• Employee Support and Mental Wellness
• Short-term Disability
• 401k Match
• Paid Vacation
• Floating Days
• Employee Assistance Program
• Employee Engagement Events
• Awards and Recognition
• Tuition Reimbursement
• Service Awards
• Employee Perks & Discounts

Job Responsibilities

• Provide technical support to end users for hardware, software, network, and enterprise application issues.
• Manage the full lifecycle of incidents and service requests, ensuring timely resolution and accurate documentation within the IT Service Management (ITSM) platform.
• Adhere to established Global IT Service Management processes, including change management, incident management, knowledge management, problem management, request management, and service level management.
• Develop, edit, and maintain knowledge base articles, technical procedures, policies, and standard operating processes related to endpoint technologies.
• Drive continuous improvement initiatives aligned with ITIL best practices to enhance incident resolution, service request fulfillment, and operational efficiency.
• Establish, monitor, and refine service management processes and key performance indicators (KPIs).
• Coordinate Priority 1 (P1) and major incident responses, including establishing incident bridges, engaging technical and business stakeholders, and facilitating timely restoration of services.
• Support post-incident reviews and root cause analysis (RCA) to identify opportunities for service improvement.
• Manage ticket assignments across the Service Desk team, ensuring incidents and requests are directed to the appropriate stakeholders.
• Develop and maintain technical expertise in troubleshooting endpoint infrastructure and enterprise applications.
• Research emerging technologies, endpoint industry standards, and best practices to identify opportunities to improve the end-user experience.
• Support application deployment requirements and contribute to the modernization of endpoint management platforms.
• Collaborate with the Network team to access network devices through console connections, troubleshoot issues, and perform equipment replacements.
• Perform additional duties as assigned by the Manager, Service Desk.

Qualifications

• Currently pursuing or have completed a bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or possess equivalent qualifications.
• Minimum 3 years of experience in IT support, including exposure to infrastructure environments.
• ITIL Foundation certification required.
• Strong knowledge of Windows operating systems, Active Directory, Microsoft Office 365, and common enterprise applications.
• Working knowledge of Microsoft Intune, including device management, policy configuration, application deployment, and endpoint administration.
• Familiarity with networking concepts, including TCP/IP, VLANs, DNS, and DHCP.
• Knowledge of server technologies, including Windows Server and virtualization platforms.
• Strong troubleshooting, investigative, analytical, and problem-solving abilities.
• Experience developing technical documentation, end-user guides, and training materials.
• Ability to work independently, prioritize competing tasks, and manage multiple responsibilities in a fast-paced environment.
• Excellent customer service skills with the ability to demonstrate empathy and professionalism.
• Strong verbal and written communication skills, including excellent listening abilities.
• Collaborative team player capable of participating in global departmental meetings and positively influencing outcomes.
• Ability to follow established IT best practices, departmental policies, and operational procedures.
• Positive, enthusiastic attitude with a strong willingness to learn and develop technical skills.
• Excellent proficiency in English required; knowledge of French or willingness to develop French-language proficiency is an asset.
• Valid driver's license considered an asset.

Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
 

Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.