IT Service Desk Analyst @ Law Firm
Found in: Jooble CA O C2 - 1 week ago
IT Service Desk Analyst
We are looking for an IT Service Desk Analyst to join the Information Technology department in our Client’s Toronto office. Reporting to the Director, End User Support, the successful applicant will play a front-line role, must be customer oriented and have excellent technical and IT service support skills.
Primary Responsibilities
- Act as the first point of contact for all IT service desk requests (including requests related to computer hardware, printers software licenses, collaboration / videoconferencing tools, applications and mobile services) from users, whether in person, by email, phone or chat. Must respond promptly, effectively and in a courteous and professional manner.
- Enter and update all requests in the IT service management system in accordance with established procedures.
- Manage, support, track and follow up on all requests for services and support received.
- Delegate issues that cannot be resolved immediately to the right people in higher-tier support teams.
- Identify long-term solutions that can help reduce recurring calls to the service desk.
- Install, configure or reconfigure and/or update components of laptops and desktops in accordance with requests or directions received.
- Assist in welcoming new employees in terms of installation and configuration of equipment including mobile devices (iPhone or Android) in accordance with firm policies.
- Assist users who work remotely using Citrix and VPN.
- Maintain an up-to-date inventory of all equipment, software and software licenses.
- Collaborate in knowledge transfer and ensure that any new element of knowledge is up-to-date in the knowledge base and accessible to all team members.
- Provide after-hours assistance service according to a pre-established rotating schedule.
Qualifications
- Formal information technology training is preferred
- 3-5 years of work experience in first or second level support in a technical support centre or IT service desk
- Experience within a law firm is preferred
- Experience working in a call centre using an IT service and request management system (ITSM)
- Ability to understand customer requests, diagnose their problem(s) and resolve them adequately to meet their needs
- Customer service oriented
- Ability to handle confidential information and have good judgment
- Excellent verbal and written communication skills
- ITIL certification is preferred
Technical Knowledge Required
- Microsoft Windows 7 or later
- Microsoft Office 2016 and 365
- Troubleshooting Apple products (MacBook, iPhone, iPad)
- Printing solutions (personal and multifunction devices)
- Active Directory and SCCM (data transmission, data management, analysis of data logs) is preferred
- Customer Management System (CMS)
- Documentation Management System (DMS)
- Time entry system
- Remote work and connectivity tools (eg Citrix Workspace, VPN, Terminal Services)
- Outlook / Exchange and Mimecast email management is preferred
- 202-626 King St. W.
Toronto, ON, M5V 1M7
Canada
Email Address
#J-18808-Ljbffr-
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