Service Desk Analyst

Overview Location: Mississauga, Ontario – in-office Monday, Thursday, Friday; Saturday and Sunday (remote). Company: Mattamy Asset Management. Department: IT Enterprise Services, Mattamy Asset Management. Employment Type: Full-Time. Reports to: Manager, Service Desk. What we offer Reporting to the IT Manager, Service Desk. The Service Desk Analyst is the primary point of contact for end-users with IT-related queries. This role leads the day-to-day fulfillment of user assistance requests, investigating incidents, providing troubleshooting expertise and resolving situations as they arise. The Service Desk Analyst is familiar with queue management techniques to ensure prompt and efficient service and can manage access control to remote systems. This role liaises with the appropriate support teams and third parties for escalation. What you’ll do Provide direct technical end-user support and service in all situations, including troubleshooting problems in an efficient and effective manner. Provide a prompt response to user requests for information and assist in application system problem resolution. Keep the end-user informed of progress and advise on workarounds. Monitor and report on service levels to ensure alignment with targets. Log all incoming calls into an Incident Management tool and resolve and/or escalate calls as required. Develop and maintain a knowledge base containing troubleshooting approaches, methods and fixes as observed in Incident and Problem Management. Ensure knowledge entries in the knowledge base are up-to-date and consistent. Drive internal projects forward with minimal supervision, particularly during low-volume periods such as weekends. Perform access control activities such as Active Directory accounts, local user privileges, etc. Prioritize and allocate incidents and provide on-call support as required. Be adequately informed on the IT operating environment (hardware and software) as it relates to overall IT service delivery. Collaborate with other IT Service Delivery Leads for incident management, problem management and root cause analysis. Coordinate with relevant IT Service Delivery leads to resolve after-hours incidents. What you bring College diploma or university degree in business or information systems required. Minimum of 1-2 years’ related experience. Willing and available to work shift work supporting business hours of 8:00 AM to 8:00 PM and weekends 10:00 AM to 7:00 PM. Experience providing direct technical support to end users via telephone or e-mail to troubleshoot problems in an efficient and effective manner. Experience logging incoming calls in an Incident Management tool and resolving and/or escalating calls. Experience prioritizing and allocating incidents and queue management. Strong communication skills – both written and verbal. Effective negotiation skills, able to use tact and diplomacy when dealing with various users and customers. Self-starter with the ability to multi-task and prioritize in a fast-paced environment. Experience using Microsoft Office. Bonus points A+ Certification. ITIL Foundations Certification. Experience in access control activities such as Active Directory accounts, local user privileges, etc. Familiarity with and understanding of the enterprise's business and IT operating environment. We encourage applicants who meet most of the role requirements to apply. It’s okay if you don’t have 100% of the requirements. If you’re the right candidate, we’ll help you learn and grow. Who we are Mattamy Asset Management (MAM) is the parent company of Mattamy Homes Canada and Mattamy Homes U.S., which together make up the largest family-owned homebuilding platform in North America. Be yourself. We want it that way. Mattamy is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us on your application and we will work with you to meet your needs. Qualified applicants will be contacted directly by the Talent Acquisition team. #J-18808-Ljbffr