Service Desk Associate

2 weeks ago

Toronto, Canada Stefanini Full time

**Job Details**:

- Onsite Position
- Office is in 67 Mowat Ave Toronto, ON M6K 3E3
- Long-term Contract, possibly until 2026
- With benefits
- Payrate negotiable upon interview

The Technology Service Desk Analyst will be based in the Miami, FL office. Under the supervision of the Senior Delivery Technology Manager (SDTM), they will be responsible for:
**Requirements**:

- Proven experience in troubleshooting and administrating Mac and Windows devices, iOS and Android mobiles
- Skills in delivering Deskside & office support, onboarding and offboarding activities and managing VIP requests
- Experience in Mobile Device Management tools
- Office 365 and SharePoint Online administration experience.
- Assist in the maintenance of asset registers of office technology equipment and software licenses.
- Manage the build and provisioning of devices as required.
- Minimum 3 years' experience in a similar role within a complex organization.
- Proven experience in delivery of a high level of customer service
- Demonstrated experience using MS Office Suite of products including Word, Excel and PowerPoint at an Advanced level.
- Operational experience at similar events (Desirable).
- Effective communication skills (written and oral).
- Proven problem solving / trouble shooting skills.
- Ability to work with a team and independently.
- Flexibility when faced with ambiguity or constant change.
- Experience of providing support activities in a technology or events field (desirable).
- Excellent ability to work under pressure.
- Hold a current and valid Driver's license.

**Responsibilities**:

- Promote a 'customer first' approach with all interactions.
- Identify, prioritize and resolve support problems by providing telephone-based, in-person, hands-on and/or remote support (incident management).
- Management and ownership of problems through resolution.
- Proactively analyze groups of support requests to determine the root causes (problem management) and implement revised work practices to address.
- Classify, log and maintain records for all issues, requests and changes, track until resolution
- Develop, maintain and continuously review support procedures and other end-user documentation.
- Liaise with support groups, external vendors and/or other stakeholders to ensure support requests are resolved within SLA.
- Proactively build and maintain relationships with internal and external suppliers of services.
- Contribution and preparation to the preparation of Technology Department information bulletins for staff.
- Other activities and projects as determined by the needs of the organization identified by the Service Delivery Manager.

**Job Type**: Temporary
Contract length: 24 months

Pay: $16.55-$35.42 per hour

Ability to commute/relocate:

- Toronto, ON M6K 3E3: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you currently on a visa or a permanent resident status?

**Experience**:

- Office 365 Admin: 3 years (required)
- Mac Support: 3 years (required)
- Mobile Device Management: 2 years (required)

Work Location: In person

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