IT Service Desk

3 weeks ago

Toronto, Canada Circular Materials Full time

**Overview**:
**Responsibilities**:

- Establish and enforce incident response service level in consultation with end users in the business to establish incident resolution expectations and timeframes.
- Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents.
- Prepare operational expenditure statements.
- Collaborate with other departments to identify and/or procure service management software for internal staff and external clients.
- Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
- Liaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of
- Provides support to local and remote staff to resolve issues in a timely and efficient manner.
- Responsible for Service Desk Operations and support team
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Design and enforce request handling and escalation policies and procedures.
- Coordinate the transfer to the problem management process where necessary.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution.
- Track and analyze trends in incident reports and generate statistical reports.
- Identifies tools to develop and implement a knowledge base solution to facilitate IT Support activities.
- Assess the need for any system reconfigurations (minor or significant) based on incident trends and make recommendations.
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
- Oversee the development, implementation, and administration of incident management training procedures and policies.
- Provide project support and coordination for various IT projects as required.
- Train, coach, and mentor the team.

**Qualifications**:
**Education**:

- College diploma or university degree in a relevant field and/or 5 plus years equivalent work experience with ITSM and ITIL methodologies.
- Certifications in ITIL or similar.

**Experience**:

- Exceptional knowledge of computer hardware, including 2 years of experience leading service desk operations.
- 3 years’ experience with Azure is a must.
- Working knowledge of a range of diagnostic utilities.
- Demonstrated progressive experience in the management of a technical support team.
- Proven track record of developing and providing service level agreements and resolving IT incidents.
- Experience administrating AVAYA Office Cloud communications systems.

**Skills**:

- Able to develop and interpret technical documentation for training and end user procedures.
- Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills.
- Ability to conduct research on a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.

**Work Conditions**:

- Uneven workload, with peak periods, often peaking around board meetings.
- 8-hour shift between 8 am to 8 pm. Working off hours and weekends when required.
- Ability to manage own time with reasonable flexibility outside of peak work periods.
- This is “a jack of all trades” type of role. Flexibility and adaptability are a high requirement.
- Additional working hours as required, including coordinating incident response 24x7.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
- Some travel may be required.

Circular Materials is a national producer-led not for profit organization that supports producers in meeting their obligations under extended producer responsibility regulations across Canada. We are committed to building efficient and effective recycling systems to minimize waste, and ensure materials are reused again and again. Through the support of our founders and member producers, Circular Materials is impl

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