Service Desk Analyst

5 days ago

Markham, Canada Black & McDonald Limited Full time

**ABOUT THIS CAREER OPPORTUNITY**

Black & McDonald's Corporate Service Group is growing If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is located in Markham/Thornhill, ON and typically reports directly to the Service Desk Team Lead.

**This is a contract role 3 to 6 months**

The Service Desk Analyst will be responsible for the following duties and responsibilities:

- Communicate comfortably to employees at all business levels
- Administer and maintain user accounts, permissions and access rights (Active Directory, Exchange, BES, etc.)
- Setup all 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
- Functional knowledge of current technologies, protocols, and standards
- Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company's operations
- Other duties as assigned

**COMPETENCY REQUIREMENTS**
- Change Orientation
- Communicates Effectively
- Problem Solving and Innovation
- Teamwork and Collaboration

**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**
- ITIL, A+, and Net+ or similar certification would be an asset

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