IT Support Analyst - Toronto (Onsite)

Key Responsibilities

• Provide prompt and effective Tier 1 and Tier 2 technical support to employees and executives via phone, email, and in-person interactions.
• Utilize the Jira Service Management ticketing system to track, manage, and resolve support requests, ensuring timely updates and communication with end-users.
• Diagnose and resolve hardware, software, and network issues efficiently to minimize downtime.
• Maintain a high level of professionalism and deliver exceptional customer service in all interactions.
• Communicate complex technical information clearly and effectively to both technical and non-technical audiences.
• Build positive relationships with end-users by demonstrating patience, empathy, and a customer-focused attitude.
• Identify recurring issues and implement solutions to prevent future occurrences.
• Participate in continuous improvement initiatives to enhance IT support services and ...