Service Desk Analyst

At Mattamy Asset Management (MAM), everyone has an important role to play in our shared success. Developing thoughtfully planned communities is complex work and our diverse teams come together to deliver on that mission in every aspect. We are thoughtful planners, precise project managers and practiced subject matter experts. And in each area of our evolving business, we are trusted to drive results. Here, your opinion will be invited, and your contributions will count. You'll be surrounded by caring people who encourage you to be exactly who you are. You'll grow in your area of expertise, learning alongside committed colleagues. With a relentless focus on industry leadership and a deep commitment to sustainability, we've got big plans for the future – and for you.

Learn more about what makes working at Mattamy special and our award-winning culture.

What we offer
Reporting to the IT Manager, Service Desk. The Service Desk Analyst is the primary point of contact for end-users with IT-related queries. As such, this role leads the day-to-day fulfillment of user assistance requests, investigating incidents, providing troubleshooting expertise and resolving situations as they arise.

What you'll do
Provide exemplary end-user support and service in all situations
Provide a prompt response to user requests for information and assist in application system problem resolution
Provide direct technical support to end-users to troubleshoot problems in an efficient and effective manner
Keep the end-user informed of progress and advise on workarounds
Monitor and report on service levels to ensure alignment with targets
Log all incoming calls in an Incident Management tool and resolve and / or escape calls as required
Develop and maintain support knowledge base containing troubleshooting approaches, methods and fixes as observed in Incident and Problem Management
Ensure that knowledge entries in the support knowledge base are up-to-date and consistent
Perform access control activities such as active directory accounts, local user privileges, etc.
Prioritize and allocate incidents and provide on calls support as required.
Be adequately informed on the IT operating environment (hardware and software) as it relates to overall IT service delivery.
Collaborate with other IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis.
Coordinate with relevant IT Service Delivery leads to resolve after-hours incidents

What you'll bring
College diploma or university degree in business or information systems
Minimum of 1-2 years' related experience
Must be willing and available to work shifts work supporting business hourss
Must be able to travel to Ontario for Team Meetings two times per year
Experience providing direct technical support to end users via telephone or e-mail to troubleshoot problems in an efficient and effective manner
Experience logging incoming calls in an Incident Management tool and resolving and / or escalating calls.
Experience in prioritizing and allocating incidents and queue management.
Experience in access control activities such as active directory accounts, local user privileges, etc. an asset
Strong communication skills – both written and verbal
Effective negotiation skills, able to use tact and diplomacy when dealing with various users and customers
Able to multi-task and prioritize appropriately in a fast-paced environment
Experience using Microsoft Office.

Bonus points
A + Certification
Experience in access control activities such as active directory accounts, local user privileges, etc.
ITIL Foundations Certification
Familiarity with, and demonstrated understanding of enterprise's business and IT operating environment.

Who we are
Mattamy Asset Management (MAM) is the parent company of Mattamy Homes Canada and Mattamy Homes U.S., which together make up the largest privately held homebuilding platform in North America.

Be yourself. We want it that way.

At Mattamy, we're passionate about creating and promoting a diverse and inclusive environment where everyone can do their best work. Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities. From how we build our teams to cultivating our leaders, we're on a journey toward a welcoming, barrier-free culture for everyone.

Mattamy Asset Management is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us on your application and we will work with you to meet your needs.

Mattamy companies may use artificial intelligence (AI) tools to support our hiring process, including to help screen or assess candidates along the way. These tools work behind the scenes, while people re