Service Desk Analyst
2 months ago
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)
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
- 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)
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