Deskside Support (Migration) Analyst  

Onsite – Mississauga ON (contract)

As a part of the new temporary “onboarding team” you will be an important factor in the successful migration of new users into the existing environment and the ongoing support of those users.

What you bring to the table : 

• 3-5 years of previous experience in a similar role, providing first contact support to local and global users via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Experience:
  • Resolving issues related to Office 365 aps and cloud services
  • Imaging new laptops and ensuring user documentation is transferred properly and accessible, as well as experience decommissioning laptops
  • Managing/Using tools to image, patch, deploy software and remote into user machines. Tool such as Desktop Central ManageEngine
  • Recording, tracking and documenting the service desk incident process, including all successful and unsuccessful decisions made and actions taken, through to final resolution 

Preparing and maintaining all administration documentation including equipment inventory, asset management, software licensing and system availability statistics for computer and network equipment, help sheets and FAQ lists for end users

• Knowledge of Software Deployment and automation tools for End User Machines
• Prior experience and knowledge of service desk software and ticketing systems such as FreshService, Freshdesk, ServiceNow, etc. 
• Exceptional customer service orientation

Nice to Have: 

• The ability to:
  • Identify and learn appropriate software and hardware
  • Coordinate and interact with other IT teams and functions as a liaison between IT and users
• Interest to continuously learn and improve
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Remote support application experience, ex. Zoom
• Ability to review EDR alerts and remediation of malicious software, using tools such as CrowdStrike

Poly and our clients are committed to creating a diverse and inclusive workplace, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.