IT - Service Desk Agent

1 month ago

Toronto, Canada Aird & Berlis LLP Full time

**Who We Are**:
Aird & Berlis LLP is a prominent Canadian business law firm located in the heart of Toronto’s and Vancouver’s financial districts. With over 250 lawyers, business advisors and patent agents, we serve clients across Canada and globally.

**What We Believe In**:
The firm is committed to ensuring that all members of the Aird & Berlis LLP community feel valued, respected and supported. We are a dedicated group of diverse individuals who care about each other, the work we produce and the client service we provide. We go to great lengths to foster a professional, supportive environment for all firm members so you can focus on the important things: client service, your career and your life.

**What We Are Looking For**:
The hours of work are 12:00pm to 8:00pm. This is a good position for you if you are a self-starter with an excellent customer service mindset and a professional attitude.

**Responsibilities**:
The Service Desk Agent will be required to assist with all facets of the Service Desk. Responsibilities include but are not limited to:

- Research, resolve and respond to user issues via the phone, desk visits or by connecting remotely
- Communicate information to users in a clear, easy to understand manner, exercising patience and respect to all
- Support the Firms’ standard suite of software which includes but is not limited to: Microsoft Office 365 Suite (Outlook, Word, Excel, PowerPoint, Teams), iManage, Aderant, Workshare Compare, Litera Numbering, Metadact, Adobe, etc
- Provide first level technical support to users including:
- Internet related configuration and troubleshooting
- Install and configure laptops and maintain up-to-date images for various hardware platforms
- Diagnose PC hardware and software issues
- Basic network troubleshooting
- New Hire setup and Departures
- Determine when to escalate calls to Lead Service Desk Specialist without jeopardizing overall resolution timeline
- Proactively ensure that users are being kept informed. Follow up with users about outstanding issues, problems, escalations and provide updates on resolution or changes in timelines
- Research software manufactures and online resources to find solutions
- Maintain an up-to-date listing of all computer inventory located within the firm
- Contact vendors for service and hardware replacements
- The Service Desk Team also assists with new equipment and software rollouts and will often be enlisted for other projects as required
- Utilization of the firm’s Services Desk System, Service Now, to record, monitor and update issues while building the knowledge base
- Assist with the setup and configuration of mobile devices
- Assist external Clients on-site with Technology requirements
- Manage the setup of audio and visual equipment for Boardrooms
- Please note that this role is fully in the office 5 days a week
- Although the individual will be assigned a regular shift, there will be the need to alternate shifts to accommodate vacation requirements and other absenteeism.
- Produce the highest quality of work
- Accountable for all work assigned
- Take initiative
- Confidential

**Requirements**:

- Successful completion of a post-secondary education in Information Technology is required.
- Minimum of 4 years experience in a Help Desk or Service Desk role
- Thorough comfort and knowledge of the Microsoft Windows 10/11 platform is essential
- Detail oriented and well organized, and have a very strong commitment to client service
- Previous experience working within a legal/professional services environment preferred
- Handle time pressure situations and stress of multiple demands

**Skills**:

- Ability to problem solve
- Good judgement and decision making
- Strong interpersonal skills
- Organized
- Resourceful
- Detailed

**Why You Should Apply**:

- Opportunities for growth and on the job training and development
- Competitive compensation and benefits package
- We pride ourselves on being a mid-sized firm with a family feel
- Active involvement in our community with opportunities to volunteer
- Mentor program
- Wellness programs
- Any offer of employment will be conditional upon a criminal background check._

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