Service Delivery Analyst
7 months ago
Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company?
At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you
**What will you work on?**
**How will you create impact?**
- Escalation point for difficult or high impacting IT incidents for hardware, software; simulate or recreate incidents / problems to resolution; diagnose and resolve technical hardware and software issues
- Assist and provide guidance to less experienced team members while supporting manager in providing direction and coordinating the work for the Service delivery team
- Interact with Operations, Network and Application team members to restore service or problem to resolution and provide transfer of skills to employees and to technicians in other support areas
- Recommend system modifications to reduce user issues, improve support procedures and escalation tiers, and proactively engages the required resources to ensure the client expectation is exceeded in a timely manner
- Answer the Virtual Service Desk (Zoom) and Service Delivery Line (phone) users’ requests regarding computer systems, software or access
- Create tickets for all user requests / tickets and assisting users as necessary to provide appropriate information
- Acknowledge receipt of all user queries within defined SLA’s and maintain user information and documentation
**What are your skills and experience?**
- University or College degree in Computer Science, Information System, or related field
- At least 8 years of related experience
- Proven proficiency with Office 365, Mobile devices, Wireless Technology, Microsoft Intune, Polycom and Video Conferencing solutions (Zoom), Microsoft Windows 10, Windows Server operating systems including Microsoft Active Directory and ITSM tools like Service Now
- Understanding of Microsoft networks, Web Browser, Microsoft Office Professional Software Suite, Enterprise Anti-virus software
- Knowledge of Intune, ABM, and Avaya phone systems
- Experience in working with Mac’s and Remote Management tools an asset
- Successfully completed ITIL foundations and can demonstrate the ability to plan, implement, test, and troubleshoot system software and hardware
- #LI-Hybrid #LI-HM1 _
**What you can expect from us**:
Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun.
- Growth and Career Opportunities
- Flexible Work Hours
- Innovation, Collaboration and Fun
- Comprehensive Benefits
- Other fun Perks
**What’s it like to work here?**
Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.
Everyone is welcome in our sandbox and we are committed to an accessible and inclusive hiring process that provides reasonable accommodation to all applicants.
- We do appreciate all interest; however only those selected for interview will be contacted._
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