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Av/help Desk Analyst

3 months ago

Ottawa, Canada Fasken Full time

**Français à suivre**
Fasken is a leading international business law and litigation firm. Our firm’s 800 lawyers are located across offices in Vancouver, Surrey, Calgary, Toronto, Ottawa, Montréal, Québec City, London, Johannesburg and Beijing. We provide strategic and thoughtful advice in all areas of business law to our broad range of clients including close to half of the Fortune 100 companies, as well as corporate clients, government agencies, regulatory authorities, non-profit bodies and individuals.
We are a high-achieving, professional, entrepreneurial, team-oriented, and friendly place to work. We are committed to diversity and inclusion, and offer a welcoming environment for all people. While we are here to service our clients and are a deadline-driven industry, we look to be innovative, and there are opportunities to participate in initiatives which make a difference in our firm and community.
**Help Desk Analyst**
**At Fasken, success means**:

- Having a strong client service approach - you’re ready, willing, and able to put our clients first and exceed their expectations
- Caring about one another - you possess strong interpersonal skills and the ability to build harmonious working relationships within your immediate team, across other departments in the firm, and the community
- Working collaboratively - you’re a self starter who values working in a collaborative team based environment
- Possessing exceptional communication skills (both verbal and written) when dealing with lawyers, clients, staff and third parties
- Approaching your work with agility and the willingness to learn and utilize new technology
- Being adaptable to changing priorities in a fast-paced environment while being organized and maintaining accuracy with a high attention to detail
- Demonstrating strong research, investigative and problem-solving skills with the ability to exercise judgement to resolve issues
- Treating sensitive and confidential matters with discretion and diplomacy at all times

**Primary Responsibilities**
Conferencing and AV
- Provide service, support and/or maintenance of office audio visual (AV) equipment for organization's staff and other users
- Coordinate on-site technical AV event/video conference set-up/tear down. Including but not limited to the appropriate connectivity of audio/video multimedia, video conferencing, and synchronized presentational device/computer technologies

Telephony
- Provide support with mobile devices and mobiles plans

Facilities and Office Operations
- Provide printer support and maintenance
- Participate as a member of the Ottawa Joint Health and Safety Committee & Rapid Response Team and as a Fire Warden

IT Help Desk
- Monitor support tickets using an IT support ticketing system
- Manage a support queue according to the service level agreement and resolve user requests according to urgency and business impact
- Review requests and work collaboratively with Business Analysts to implement enhancements to improve user experience, engage with 2nd, 3rd level and IT management to execute “fixes”, etc.
- Communicate with resolution status with users during system outages or failures
- Build trust with internal users by regularly demonstrating a high level of expertise and professionalism
- Understand functionality of tools and systems used from a user perspective in order to meet their needs effectively
- Document resolutions to reoccurring issues or workarounds in the knowledge base for use by other Help Desk Analysts
- Maintain an in-depth knowledge of systems used and identify ongoing refinements to automate or streamline processes
- Report periodically on process improvements

**Required Knowledge and Experience**
- Two (2) or more years of relevant work experience in a Technology support role
- Excellent verbal and written communication skills in English required
- Verbal and written communication skills in French an asset
- Experience working within a Professional Services firm an asset
- Experience gathering feedback and information for troubleshooting technical problems
- Service oriented with a professional attitude and desire to answer customer inquiries in a timely manner
- A customer-centric mentality with desire to drive exceptional experiences

**Diversity and Inclusion**
At Fasken we are committed to creating a diverse, equitable and inclusive Firm. Our commitment includes ensuring equitable access to employment and equitable opportunities to advance and succeed at the Firm.
**Accessibility and Accommodation**
**Background and Reference Checks**
Any offer of employment may be conditional upon references and full background checks including a criminal record check, a credit check, employment and educational verifications.
**Your Application**
NO AGENCIES, PLEASE.
**Spécialiste en soutien applicatif**
Pour occuper ce poste, vous pouvez être dans n’importe quelle ville canadienne où Fasken a des bureaux, mais devez parler couramment le frança