Company: World Vision International

Location: Mississauga, ON

Expected salary:

Job date: Sat, 10 May 2025 05:04:55 GMT

Job description: Position: Service Desk, Technical AnalystReports to: Manager, Technology ServicesPosition Term: Full Time PermanentPrimary Location: Mississauga, Ontario, Canada
Workplace Type: In-OfficeJob Purpose:The Service Desk, Technical Analyst, provides high quality and timely technical support that sustains World Vision’s business processes by liaising with Regional Offices, remote users, external service providers/technicians, senior management, internal departments, and IT.The Service Desk, Technical Analyst also assists with research & implementation of technologies, administers & maintains application & communication tools to WVC business requirements, configures, moves, and deploys computing & communication equipment, answers technical support questions, provides instructions to end users in the use & maintenance of software and systems, resolves computer hardware & software issues.Collaborates with Technology Services Team to resolve technical issues, determine appropriate problem resolution procedures for use by Business Services while ensuring strict security with IT systems are adhered.Duties and Responsibilities:Provide Technical Support

• Provide Tier 1 and 2 technical support to the end user community
• Monitor the Incident management system and provide prompt responses to customer enquiries, requests and problems relating to supported software and systems, with high quality and timely resolution resulting in the minimum downtime for customers.
• Support staff through activities such as new user account setup, systems access, exiting staff processes, computer deployment, setup and troubleshooting, setup, deployment, and problem resolution of phone system.
• Maintain and update hardware, software and user inventory systems such as Intune, Active Directory, Entra, VPN, Microsoft office, etc.
• Maintain and update system documentation and knowledge base articles. Collaborating with 3rd party vendor
• Provide technical support for software and systems such as Microsoft products, VPN, wireless connections, spam filtering, virus protection software, ticketing software, and other supported client software and applications.
• Provide hardware lifecycle management, deployment and technical support. Provide timely communications with users concerning the resolution of their request or problem.
• Collaborate within the Technology Services Team to identify root causes of recurring issues and assist in determining resolution, work around processes and Service Desk procedures for troubleshoot and resolution of recurrences.
• Provide on-call support during business hours
• Provide after-hours support as agreed upon.

Project Research and Participation

• Participate in project teams or lead projects using IT project management principles where Service Desk expertise and continued support is required.
• Research and provide solutions to problems affecting business processes and user productivity.
• Research and provide input into deployment of new technologies.
• Recommend improvements to current Business Services processes and procedures.
• Provide input perspectives, and recommendations for implementation of proposed changes to the current computing environments.

Training and Documentation

• Research & provide updates to the user IT Knowledge Base and FAQ.
• Provide specialized training when required for new system deployments.
• Assist users with best practices when using standard office software.
• Supply basic instruction in new software installed on computers.
• Provide basic training in using laptops, docking stations and specialty equipment.
• Document troubleshooting tips, procedures, and processes for use by the Service Desk team. Document cause of problems encountered with software and systems and steps taken resolve them.
• Collaborate with Technology Services Team staff on a continual basis to identify and resolve user problems, system issues etc. and provide instruction advice and training to enhance the skills, and knowledge of other Technology Services Team staff.

Administrative Tasks

• Maintain asset database by updating deployment and returned equipment records.
• Initiate warranty repair requests for equipment and monitor status of requests to ensure resolution in a timely manner.
• Monitor printer status and arrange for technical support from supplier as needed, replace toner and other user-maintained items for all printers.

Qualifications:

• 3-year College Diploma in IT or IT related discipline.
• 2-years’ experience in a technical support role
• Strong troubleshooting and analytical skills
• Strong documentation and organization skills
• Good communicator

Why Consider Us?

• World Vision Canada has consistently been awarded Canada and GTA top employer awards.
• We are Canada’s largest development, relief, and advocacy non-profit organization.
• We embody an Agile mindset here.
• We offer competitive pay and benefits. Our comprehensive health benefits start at day 1 which includes a Health Spending Account.
• We match pension contributions up to 6% and provide a top-up for pregnancy & parental leaves.
• We offer extra time off for restoration by closing for an additional day on long weekends, 6 times a year.
• We provide up to six weeks’ vacation, plus paid sick days, personal days & wellness days.
• We offer a family-friendly, caring, and flexible work environment.

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