Service Desk Analyst

5 months ago

Toronto, Canada Stikeman Elliott LLP Full time

If you are a customer service-oriented Service Desk Analyst with a strong understanding of software and hardware solutions, this is the role for you It provides a fantastic opportunity to join Stikeman Elliott LLP located conveniently in the heart of the Toronto financial district.

**Please note this is a 1 Year Contract.**

**Key Responsibilities**:

- Provide first-level office-wide support, with accountability for resolving end-user technical queries
- Prioritize escalations by problem severity and business impact*
- Collaborate with other technical departments to troubleshoot incidents*
- Record, monitor and manage incidents and service requests in the ticketing system
- Escalate unresolved issues to relevant IT groups*
- Monitor system generated service alerts and escalate to second-level support, when required
- Contribute to firm policies, procedures, and service standards
- Actively seek opportunities for service improvement, recognizing the needs and expectations of end users

**Knowledge and Experience**
- 2+ years of experience in providing technical service desk support in a professional services environment
- Bachelor's Degree or College Diploma in Information Technology or a related field is an asset
- MCSE and/or ITIL Foundations certifications are an asset
- Experienced with setting up computer workstations with devices such as docking stations, printers, monitors, and cabling
- Solid technical understanding of networking components such as TCP/IP, DNS, and DHCP*
- Experience with managing users in Active Directory
- Experienced with troubleshooting desktop and laptop hardware components
- Experience with remote access technologies such as VPN and Citrix

**Skills and Abilities**:

- Strong and confident communicator with outstanding written and verbal communication skills
- French is as an Asset
- Excellent organizational skills and attention to detail, with the ability to pivot and change direction as needed
- Problem solving mindset with the ability to use good judgment when balancing competing priorities
- Ability to think logically and work well under pressure
- Ability to manage and prioritize tasks
- Team player who can work with a wide variety of stakeholders
- Ability to lift heavy computer equipment weighing up to 50 lbs.

**_Please Note:_**_ Our firm has a COVID-19 Vaccination Policy which requires all firm members to be fully vaccinated with a Health Canada approved COVID-19 vaccine. You will not be asked to disclose your vaccination status during the interview process. If you are offered employment, you will find a vaccination clause in your offer of employment providing that prior to commencing any employment with the Firm, you must be fully vaccinated for COVID-19 and provide proof of a Health Canada approved COVID-19 vaccination. The Firm will make reasonable accommodation efforts if you cannot be vaccinated due to medical, religious, or other grounds to the extent protected by applicable human rights legislation._

**Stikeman Elliott is committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment process.

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