Service Desk Analyst

2 months ago

Toronto, Canada Stefanini, Inc Full time

Stefanini Group is looking for
**Service Desk Analyst** for a globally recognized company in Toronto, CA

The Technology Service Desk Analyst will be based in the Toronto, CA office. Under the supervision of the Senior Delivery Technology Manager (SDTM), they will be responsible for:
Promote 'customer first' approach with all interactions.
- Identify, prioritize and resolve support problems by providing telephone-based, in-person, hands-on and/or remote support (incident management).
- Management and ownership of problems through to resolution.
- Proactively analyze groups of support requests to determine the root causes (problem management) and implement revised work practices to address.
- Classify, log and maintain records for all issues, requests and changes, track until resolution
- Develop, maintain and continuously review support procedures and other end-user documentation.
- Liaise with support groups, external vendors and/or other stakeholders to ensure support requests are resolved within SLA.
- Proactively build and maintain relationships with internal and external suppliers of services.
- Contribution and preparation to the preparation of Technology Department information bulletins for staff.
- Other activities and projects as determined by the needs of the organization identified by the Service Delivery Manager.
- User and group administration within Office 365 and SharePoint Online.
- Assist in the maintenance of asset registers of office technology equipment and software licenses.
- Manage the build and provisioning of devices as required.

Minimum 3 years' experience in a similar role within a complex organization.
- Proven experience in delivery of a high level of customer service
- Demonstrated experience using MS Office Suite of products including Word, Excel and PowerPoint at an Advanced level.
- Office 365 and SharePoint Online administration experience.
- Operational experience at similar events (Desirable).
- Effective communication skills (written and oral).
- Proven problem solving / trouble shooting skills.
- Ability to work with a team and independently.
- Flexibility when faced with ambiguity or constant change.
- Experience of providing support activities with a technology or events field (desirable).
- Excellent ability to work under pressure.
- Hold a current and valid Driver's license.

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