KIK Custom Products

Service Desk Analyst

Job Location CA-ON-Vaughan
Posted Date 1 week ago(11/13/2020 5:45 PM)
Job ID
2020-7367
# Positions
1
Min. Years Exp.
1
Division
KIK Corporate
Required Education
Bachelor's Degree

Overview

We are KIK!

 

We create the products and brands that people trust to clean, sanitize, and protect their homes, pools and cars.  We are one of North America’s largest independent consumer product manufacturers with 20 North American manufacturing facilities.  We also operate globally in Europe, Asia, UK, Australia, New Zealand and South Africa.  We are known by our portfolio of over 40 brands including Spic and Span® and  Comet® cleaning products, Clorox® Pool&Spa™ (under license), BioGuard®, and Natural Chemistry® pool chemicals, and Prestone® and Holts® automotive performance chemicals.  We are also the #1 producer in North America for store-brand (“private label”) bleach and a leading private label provider of laundry detergent and additives, dishwashing products, general purpose cleaning and other home care products. 

 

Our global team of over 2,500 employees drive our capabilities in product development, product formulation, strategic sourcing, manufacturing, packaging design, brand marketing, project management, quality assurance, compliance, distribution and logistics.

 

Our organization is constantly evolving and is driven by a set of “One KIK” values – a dedication to following through on commitments in a customer-focused, profit-motivated way; while never compromising on safety, ethics or integrity.  

 

 

SUMMARY:

The KIK Service Desk is the face of the Information Services and Technology (IS&T) team and serves as the first point of contact for all IS&T end user inquiries. Our mandate is to provide effective, efficient, timely and courteous support. As a member of the Service Desk, the Service Desk Analyst will be expected to perform the outlined responsibilities.

Responsibilities

  • Serve as the first point of contact for all Information Services and Technology end user inquiries, providing effective, efficient, timely and courteous support
  • Log, categorize, track and triage all incoming requests within the ITSM tool and defined SLAs
  • Answer all end user inquiries (phone, email, web) regarding IS&T services
  • Follow up with end users on outstanding requests to ensure timely resolution
  • Escalate end user inquiries to the appropriate IS&T support group
  • Escalate IS&T critical service issues to appropriate support group and/or vendors
  • Diagnose and troubleshoot end user hardware and application issues to resolution, engaging vendors as required
  • Perform and coordinate activities related to access management for various business applications and systems
  • Support for PCs, laptops, printers, cell phones and business applications, including physical deployments
  • Follow documented policies, procedures and best practices
  • Mandatory participation in the after-hours on call rotation
  • Participate in the after-hours on call rotation
  • Perform other duties as assigned and required

Qualifications

  • 1-3 years of practical business experience
  • Post-secondary degree in related field
  • Excellent interpersonal, communication (written and verbal), and problem-solving skills
  • Ability to effectively prioritize workload, demonstrate good judgment, and work under pressure
  • Strong understanding of Microsoft environments (Active Directory, Office, O365, Windows Operating Systems, etc.…)
  • Strong understanding of networking, mobile and VPN technologies
  • Experience with various ITSM and remote desktop support tools
  • Industry certifications (CompTIA A+/Network+, CCNA, ITIL, MCSA, MCSE) are an asset
  • Bilingual is an asset

 

 

A Career with KIK Offers:

 

KIK offers very competitive salary and comprehensive benefits including health, wellness, dental, vision, life, and disability insurance. You can plan for your future with KIK's retirement savings options including employer match. KIK also recognizes the importance of continuing education and offers Education Assistance to our employees to encourage continued personal development and growth.

 

 

Thank you for your interest and consideration of a position with KIK Custom Products.

 

 

KIK is an Equal Employment Opportunity / Affirmative Action employer. KIK does not discriminate against qualified applicants or employees on the basis of race, color, age, religion, sex, pregnancy, national origin, ancestry, age, physical or mental disability, veteran status, status in uniformed services, sexual orientation, gender identity, gender expression, martial status, genetic information or any other status protected by law.

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