Senior Analyst, Managed Services

Job Summary

Providing technical support and mentoring to co-workers, the full-time Senior Analyst, Managed Services will manage client technical issues, ensure SLAs are met, and act as an escalation point between the Service Desk and Infrastructure Administration Team.

Key responsibilities

• Provide technical assistance and mentorship to co-workers to ensure timely resolution of client issues
• Manage incident tickets, applying advanced diagnostic techniques to identify and resolve technical problems
• Maintain documentation of client problems and resolutions, ensuring accuracy in the ticketing system

Required qualifications

• Post-secondary diploma or bachelor's degree in Computer Science/Information Technology, or equivalent experience in the IT industry
• 5+ years of Service Desk experience, preferably within a Managed Service Provider (MSP) environment
• Extensive knowledge of Server Virtualization technologies (VMware, Microsoft, Citrix) and Desktop/Application Virtualization
• Strong experience with networking, Active Directory, GPOs, O365, and mobile devices
• Certifications in Virtualization technologies and ITIL Certification are assets