Workplace IT Support Analyst

Job ID

32911

Location

Halifax, Canada

Work Types

Full Time

Categories

Information Technology

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About TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. We provide legal, financial and employee administration through TMF Group's teams in 120 offices

Discover the Role

Responsible for ensuring the highest quality of IT service and advocating for flawless IT Service Delivery in Canada offices. Work closely with the internal customers/external clients (as required) to ensure IT processes are followed, technology solutions are fully utilized, and users are educated and updated on the TMF Technology solutions and ongoing changes. Workplace IT Service Engineers are organized, detail-oriented, and customer-centric. They support end users, end-user devices and are the local experts and smart hands on the ground once needed by other global functions.

Key Responsibilities

• Fast and efficient management of the ITSM support queue
• Supporting end-user hardware throughout their life cycle, including laptops, monitors, peripherals, printers, scanners, conferencing equipment, and corporate-owned mobile devices.
• Supporting end-users by providing guidance, education, and the smooth resolution of their technical requests.
• Educating end users on TMF tools and best practices and arranging 1:1 or group training sessions, ensuring end-user awareness and efficiency in utilizing TMF technology solutions.
• ISO/ISAE report generation and management
• Assisting (smart hands) in support of the network and server equipment within the office wherever operations or engineering teams are not present.
• Technical ownership of all local applications, including SaaS and DC-hosted applications.
• Ensuring the inventory of hardware (HAM) and local application (Application Portfolio Portal) are fully updated with the most recent accurate data.
• Communicating with office users and local management on behalf of Global Technology Services
• Communicating with local vendors on behalf of TMF for the technology services the vendor provides.
• Highlight any risks to the management and work on their quick resolution
• Highlight any GTS-related service improvement opportunities to the line manager
• Budget-conscious and highlight any saving opportunities to the line manager.
• Partaking in local office projects such as renovations and moves for all IT infrastructure tasks.
• Any other technology tasks not limited to the above, requested by the management.
• Be security-oriented and vigilant about any risks, vulnerabilities, and threats, avoiding any non-compliance with our security standards and controls.

Key Requirements

• Bachelor's degree holder preferable on IT correlated areas.
• Technologically rounded with a high-level understanding of the different branches of IT. At least 1 year working in support areas.
• Organized, detail oriented and customer centric mentality.
• Managing and troubleshooting software and hardware problems with Windows client machines.
• Fair understanding of Active Directory, OU's, Security groups, DNS, DHCP, Backups, VPN, MFA and O365 applications.
• Good understanding of file sharing and sharing permissions.
• Knowledgeable and understand the ITIL terminologies and best practices.
• Can-do and positive attitude, a team player who knows how to engage other teams to get things done.
• Communicate effectively with internal (from operational level to high management level and external stakeholders.
• Security-oriented and vigilant of any risks, vulnerabilities, and threats, avoiding any nonconformities with any of our security standards and controls.

What's in it for you?

Pathways for career development

• Work with colleagues and clients around the world on interesting and challenging work.
• We provide internal career opportunities, so you can take your career further within TMF.
• Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

• You'll be helping us to make the world a simpler place to do business for our clients.
• Through our corporate social responsibility program, you'll also be making a difference in the communities where we work

A supportive environment

• Strong feedback culture to help build an engaging workplace.
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

We're looking forward to getting to know you