Service Desk Analyst - Level 1

Service Desk Analyst I

Division: Corporate

Work Status: Full-Time

Location: Toronto (Downtown)

About the Role:

Reporting to the Manager, Service Desk, you will be responsible for the following:

Responsibilities:

• Provide first level support, initial triaging and analysis of incoming IT requests and issues submitted to the Service Desk
• Ensure all requests to the Service Desk are properly categorized and documented into the Service Desk ticketing system
• Work with Service Desk team and other technology groups to ensure requests are handled in a timely manner by assigning and escalating tickets to the appropriate service queues if a resolution cannot be reached at first level
• Assist with moves, desk side support or other technology related projects where required
• 24/7 work required (on-call rotation)

About You

What We Need From You:

• Demonstrated experience with configuring and supporting PC and Apple hardware and software, mobile devices, VOIP phones, Windows OS, Apple OS, Microsoft Office products (Certifications are an asset) and Adobe products.
• Experience with troubleshooting TCP/IP, DNS, Exchange and DHCP issues
• Experience using Active Directory, Citrix Management Console, SCCM and removing malware
• Experience with troubleshooting Maya, Harmony, Cintiqs and audio visual equipment is an asset

If You Have the Following….We Want to Hear From You!

• The ability to provide EXCELLENT customer service to all levels of employees
• A knack for troubleshooting and strong problem solving
• Organizational and time management skills
• Self-starter who can work individually or as part of a team
• A strong communicator who can describe technical solutions to a non-technical person (written and verbal)

Job 70441