Analyst, Application Support

4 months ago


Toronto, Canada Circular Materials Full time

**OVERVIEW**:
**This is a hybrid position required to work out of Circular Materials Toronto head office.**

**RESPONSIBILITIES**:
**Planning**
- Conduct timely and accurate analysis of results to make support process improvements, recommendations and implement changes to IT processes.
- Evaluate documented resolutions and analyze trends to prevent repeated issues.

**Acquisition & Deployment**

**Operational Management**
- Ticket Management - field, triage, and prioritize all incoming problem tickets from end-users while accurately documenting pertinent end-user information (i.e., name, department, contact information, and nature of problem or issue).
- Execute hands-on fixes at the desktop level, including installing and upgrading software, and installing hardware as required.
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Test fixes and perform post-resolution follow-ups to ensure issues are adequately resolved.
- Post software updates, drivers, knowledge base, and frequently asked questions on the company intranet to assist in problem resolution.
- Support and coordinate projects for various IT initiatives, as assigned.

**QUALIFICATIONS**:
**Education**
- Post-Secondary Diploma or Degree in Computer Science, Information Systems, or a combination of education and equivalent work experience.
- Certificate with advanced level working knowledge of M365 / Azure.

**Professional Skills, Competencies and Experiences**
- 5+ years of experience in an Application Support and/or Service Desk role is required.
- 2+ years experience with Azure is a must.
- 2+ years experience administrating AVAYA Office Cloud communications systems
- Experience working a call center, or similar remote support desk environment is an asset.
- Skilled in troubleshooting principles, methodologies, and issue resolution techniques.
- Experience with building and maintaining databases for query and problem tracking.
- Uses a good understanding of organizational goals and objectives in task completion.
- Can prioritize workload and escalate issues, appropriately where required.
- Able to develop and interpret technical documentation for training and end user procedures.

**Communication and Interpersonal Relationships**
- Professionally manages Internal Relationships, able to work closely with all levels of staff.
- Expertly and respectfully manages External Relationships with Third Party Support Vendors.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Effectively prioritizes and executes tasks in a high-pressure and fast-paced environment.
- Service orientated, prioritizes helping others to achieve organizational goals.
- Adept at working in a team-oriented, collaborative environment while being autonomous.

**WORKING CONDITIONS**:
**Working Hours**
- 8-hour shifts scheduled between 8AM to 8PM.
- Manages own time, with flexible availability, including working outside core hours/on weekends, as required to ensure coverage for uneven/peak workload periods (i.e., Board meetings).
- As a generalist type of role, flexibility and adaptability are of high importance.

**Remote and/or Field Work**
- Hybrid out of Toronto Head Office

**Travel**
- Not applicable



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