Service Desk Analyst
3 days ago
About This Career Opportunity
Black & McDonald's Corporate Service Group is expanding its team If you're a detail-oriented and analytical professional seeking a solid foundation for your career, this position is for you. The Service Desk Analyst is a key role in our Markham/Thornhill, ON location and typically reports directly to the Service Desk Team Lead.
Job Summary
The Service Desk Analyst provides day-to-day technical support, training, and problem-solving to computer users for hardware, software, network, and related computer systems and peripheral devices. Using effective communication, technical, and analytical skills, support is provided through various channels.
Key Responsibilities
- Communicate effectively with employees at all business levels
- Handle requests for support in a skilled and professional manner
- Administer and maintain user accounts, permissions, and access rights
- Set up and provide ongoing support for equipment, including hardware and software upgrades
- Track, monitor, and accurately document requests to timely resolution and follow up as needed
- Utilize resources such as knowledge bases, help desk tools, and websites to provide solutions to end users
- Identify and escalate priority incidents to next-level support and/or 3rd party vendors
- Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company's operations
Competency Requirements
- Communicates Effectively
- Continuous Learning
- Customer Focus
- Holds Self and Others Accountable
- Problem Solving and Innovation
- Teamwork and Collaboration
- Values and Respects Others
Education Requirements
- Post-secondary education in a related field
Work Experience Requirements
- 1-3 years of experience in a similar role
- Experience with IT ticketing systems
Skills, Abilities, and Other Requirements
- Must be able to speak, read, and write in English. French is an asset.
- Proficient in Windows Operating Systems and Microsoft Office applications.
- ITIL, A+, and Net+ or similar certifications would be an asset.
Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.
What We Offer
- Ongoing investment in training and development
- Competitive compensation and benefits packages
- Interesting and challenging work
- Collaborative and supportive work culture
- Empowered people with ambitious goals
- Long-term stability
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