IKO Industries is looking for a dedicated and customer-focused IT Service Desk Analyst to join our dynamic Global IT Service Desk team. If you're passionate about troubleshooting, technology, and delivering excellent support, this opportunity is for you!IKO Industries Ltd. is a leader in the manufacturing of roofing and building materials with a global presence. Our values – quality, integrity, and trustworthiness – drive our success, and we are committed to fostering a positive and inclusive workplace.
As an IT Service Desk Analyst, you'll play a critical role in providing IT support across multiple platforms for our team worldwide. Provide first-level response, triage, and troubleshooting for IT support requests across multiple channels and global locations, adhering to service metrics, SLAs, and OLAs.Deliver 2nd-level support, including deskside assistance and occasional travel to regional sites, while ensuring accurate ticket documentation, prioritization, and escalation when required.Identify trends in incidents to aid problem management, record system outages, and provide basic end-user training on IT tools and processes.Manage IT equipment tracking and recovery, coordinate vendor escalations, and author or update knowledge base articles and technical documentation.Participate in on-call rotations for after-hours support and follow IT service management practices, including change, incident, and problem management processes.
A Bachelor's degree in IT, Computer Science, or a related field.~2+ years of Level 1 IT support experience (Level 2 experience is a plus).~ Strong technical knowledge of Windows PCs, macOS, M365, and Active Directory.~ Excellent customer service skills and a team-oriented mindset.~ Certification in ITIL Foundation, Apple Certified Support, or similar is a bonus.
Employee support and mental wellness programs.