Service Desk Support Specialist

3 weeks ago

Markham, Ontario, Canada Black & McDonald Full time

About This Role

Black & McDonald's Corporate Service Group is seeking a skilled Service Desk Analyst to join our team in Markham/Thornhill, ON. As a Service Desk Analyst, you will provide day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, network, and related computer systems and peripheral devices.

Key Responsibilities

  • Communicate effectively with employees at all business levels
  • Handle telephone calls, emails, and other requests for support in a skilled and professional manner
  • Administer and maintain user accounts, permissions, and access rights
  • Set up equipment, including hardware and software upgrades, and provide ongoing support
  • 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 and Experience Requirements

  • Post-secondary education in a related field
  • 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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