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IT Analyst, Service Desk
4 months ago
**The Opportunity**: The IT Analyst, Service Desk is responsible for providing effective IT support to internal clients and maintaining excellent customer service levels through the timely resolution, referral and follow-up of user-reported problems, requests, and inquiries.
**Snapshot of a Day-in-the-Life**:
- Provide the highest level of customer service
- Triage incoming Incidents, requests, and user inquiries
- Log and address all incidents and requests following approved procedures
- Work with the highest sense of urgency and quality, and support a best-in-service mandate for every call or electronic request
- Follow documented Standard Operational Procedures to resolve issues
- Answer questions about product features and common hardware problems.
- Follow up with users to provide solutions or to give an update of their ticket
- Ensure that Severity-1 incidents are given the highest urgency and triaged to the proper teams.
- Perform routine administrative procedures within established process guidelines
- Assist with writing and updating Knowledge articles for the Service Desk
- Monitor ServiceDesk Queues to maintain pre-defined resolution targets
- Interface with second and third level support groups to facilitate incidents and requests
- Manage high priority tickets including warm handoff off to support groups and regular follow up when updates are not being sent out
**What You’ll Bring**:
- Minimum of 1-3 years’ experience providing IS first level support in a structured environment
- Experience providing internal and external client support
- Experience providing support to windows and O365 suite
- French/English bi-lingual is preferred.
- Experience with SAP support is a plus
**Required Skills and Knowledge**:
- Excellent verbal and written communications skills
- Strong, proven analytical skills for effective problem resolution
- Ability to handle high volume of daily tickets
- Works well under pressure in a fast-paced environment
- Strong multi-tasking capabilities
- Strong team player but also works well independently
- Able to work in a hybrid model (remote and in the office)
- Knowledge of IT Best Practices (ITIL) a plus
- Knowledge of BMC Helix Smart-IT is a plus
**Technical Requirements**:
- Windows 10/11
- MS Office 365 Suite
- Active Directory
- Network & Security
- Printing
- Mobile
- SAP is a bonus
**What We Offer at Maple Leaf Foods**:
- Being part of a high-performance, people-focused company that has an inspiring and unique vision to become the most sustainable protein company on earth, and a deep commitment to sustainable protein across North America.
- An inclusive company culture and a work environment that keeps our people safe, rewards excellence, and empowers everyone to learn and contribute their best.
- A hybrid work model that embraces remote work for eligible roles, helping team members achieve work-life balance—combining the best of both spending time working remotely, benefitting from focus time, and purposeful collaboration in the office setting.
- Competitive Health and Wellness benefits that offer flexibility to meet your individual or family needs, including programs focused on improving mental health and wellbeing. These benefits start on your first day of employment.
- Defined Contribution Pension Plan with company matching that starts on your first day of employment.
- Learning and development opportunities, including workshops, ‘speaker series’ events, and resources that allow you to develop your skills and progress your career.
- Comprehensive tuition reimbursement program that supports continuous learning and development of our team members through investment in eligible degrees, diplomas, professional certification, or trades programs.
- Supporting our deep commitment to community impact, we offer up to two paid days annually to volunteer at a cause of your choice.
**About Us**: We’re a carbon neutral food company on a purposeful journey to Raise the Good in Food through better nutrition, safer food and workplaces, more humane animal care, and environmental sustainability efforts that protect our planet. We care about our communities and commit to reducing food insecurity in Canada. Join us on the journey. Let’s build a better future, together.
We’re passionate about food. For more than 100 years, we’ve made delicious, healthy protein that Canadians love under iconic national and regional brands, like Maple Leaf®, Schneiders®, and Greenfield Natural Meat Co.® We’re on a journey to become the most sustainable protein company - not just in Canada - but on earth.
- We are carbon neutral.
- We are one of the only food companies in Canada to set science-based targets.
- We aim to reduce our environmental footprint by 50% by 2025.
We’re a global food company with more than 13,500 team members. We operate sites in 20+ locations across Canada. We also have locations in the U.S. and Mexico, and do business in Asia.
**A diverse and in
