Service Desk Analyst

6 months ago

Markham, Canada Extendicare Full time

**Job Description**:
This position will be located at our Head Office in Markham, Ontario and will have flexibility for both remote and in-office work based on our hybrid work model.

Accountabilities
- Provide timely resolution of problems or escalation on behalf of customers and ensure their satisfaction
- Provide case status updates to management and end-users per service level guidelines
- Support and maintain effective relationships with users
- Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support
- Provide support for PCs, laptops, printers, cell phones, tablets etc.
- Communicate with customers with varying levels of technical and non-technical skills
- Follow all standard operating procedures through the effective use of knowledge management
- Ensure the management team has clarity on the scope and level of service required of them to ensure the achievement of service level targets defined in OLAs containing KPIs linked to SLAs.
- Be available to work rotating schedules, which may include evenings, weekends, and holidays
- Complete all other duties as assigned.

Qualifications and Experience
- Preferred two years prior work experience in an IT Helpdesk/Service Desk environment.
- Above average cognitive and soft skills
- Strong positive, can-do attitude.
- Strong written and verbal communication skills
- Strong analytical skills with a focus on troubleshooting and the translation of system issues to business impact
- Ability to follow procedures and retain knowledge.
- Ability to troubleshoot commercial off-the-shelf products.
- Ability to troubleshoot mobile devices (smartphone, cell phones, tablets)
- Ability to work independently as well as within a team environment.
- Ability to work in a fast-paced environment
- Minimum 2 years of experience supporting Windows 7, Windows 10
- Minimum 2 years of experience supporting various MS Office productivity suites (2016, 2019, O365 etc.)
- Knowledge of Microsoft 365 Teams, SharePoint and OneDrive is an asset
- Knowledge and experience with ITIL framework (certification a plus)
- Minimum 2 years’ experience supporting various MDM platforms (Airwatch, Citrix, Blackberry UEM etc.)

What Extendicare has to offer:
At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

- Continuous mentorship, support for life-long learning and growth opportunities
- Opportunities for advancement and career growth within the organization
- A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
- Employee Family Assistance Program.
- Robust benefits package.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of more than 100 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of more than 20,000 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada.

Time Type:
Full time
- When you choose to build your career with Extendicare, you’re joining a team dedicated to making a difference. By focusing our energy on enriching the lives of our residents every day, we transform both the quality of their lives and the quality of our own work experiences.
- If you have a passion for caring, turn it into a rewarding career with Extendicare

Extendicare and affiliated organizations including our partner homes in Extendicare Assist, accommodate the needs of job applicants throughout its recruitment and selection processes upon request.

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