ABOUT THIS CAREER OPPORTUNITY
Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you.
The Service Desk Analyst is in Markham / Thornhill, ON and typically reports directly to the Service Desk Team Lead.
The Service Desk Analyst provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, network, and related computer systems and peripheral devices.
Using effective communication, technical and analytical skills, support is provided by phone, email, and / or using a ticket management system.
DUTIES & RESPONSIBILITIES
- Communicate comfortably to employees at all business levels
- Handle telephone calls, e-mails, and other requests for support in a skilled and professional manner
- Administer and maintain user accounts, permissions, and access rights (Microsoft Intune, AD etc.)
- Set up all equipment, including hardware and software upgrades and provide ongoing support.
- Track, monitor and accurately document requests to timely resolution and follow up as needed.
- Utilize resources such as knowledge bases, help desk tools, and websites to provide solutions to end users.
- Identify and escalate priority incidents to next-level support and / or 3rd party vendors.
- Functional knowledge of current technologies, protocols, and standards
- Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company’s operations
COMPETENCY REQUIREMENTS
- Communicates Effectively
- Continuous Learning
- Customer Focus
- Holds Self and Others Accountable
- Problem Solving and Innovation
- Teamwork and Collaboration
- Values and Respects Others
EDUCATION REQUIREMENTS
Post-secondary education in a related field
WORK EXPERIENCE REQUIREMENTS
- 1-3 years of experience in a similar role
- Experience with IT ticketing systems
SKILLS, ABILITIES, AND OTHER REQUIREMENTS
- Must be able to speak, read and write in English. French is an asset.
- Proficient in Windows Operating Systems and Microsoft Office applications.
- ITIL, A+, and Net+ or similar certifications would be an asset.
Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.
Ongoing investment in training and development
Competitive compensation and benefits packages
Interesting and challenging work
Collaborative and supportive work culture
Empowered people with ambitious goals
Long-term stability
Service Desk Analyst II
In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources. Two years of experience in a Service Desk or technical support environment. This position is responsible for customer service and technical support for all b...
Production Services Analyst Trading Desk
We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. This is a front office facing role within the IS organization, delivering a comprehensive technology support services to all tra...
Technical Analyst - Service Desk
TheIT Service Desk is looking for a Technical Analyst to directlyresolve customer issues by following bestpractices. ServiceDesk/Tier 1 experience > 24 months or equivalent supportexperience. Our client offers financing insurance software learningprograms and other business services to producers ...
Service Desk Analyst (Contract)
Document and maintain Service Desk procedures. A minimum of two years’ experience within a customer service-oriented Information Technology environment including in-depth experience in providing technical support and quality customer service. Knowledge of ITIL philosophy would be an asset (Service D...
Service Desk Analyst
The Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the Service Desk Team Lead. The Service Desk Analyst provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, network, and related com...
Service Desk Analyst
Service Desk Analyst . We’re now looking for our newest Service Desk Analyst to join our team – we’re looking for you!. Participate in the day-to-day operations within the Service Desk Department. Adhere to our established Service Desk processes, procedures, an...
Remote Service Desk Analyst Roles in Ontario
...
Service Desk Analyst
As part of the Service Desk team, the Service Desk Analyst will be the first-point of contact for ICAT end-user support across the organization using Incident Management and Request Fulfilment processes supporting our standard suite of software, hardware, telephone, and mobile services. Minimum 1 to...
JPC -1454 - Service Desk Analyst
As a service desk analyst, you will be responsible for enhancing the end-user experience by providing front-line technical support services while working with a diverse team. Our client is seeking a Service Desk Analyst to respond to and diagnose problems through discussions with their end users. Mo...
Service Desk Analyst 1
Service Desk Analyst 1 will be varied. Provide a Tier 2 support role within the Service Desk for incidents and service requests. Provide guidance to the Service Desk Analyst 2. Contributes and maintains Service Desk knowledgebase to support service delivery. ...