Online Help Desk Technician

Service Desk Analyst Etobicoke , Ontario – Hybrid (4 days/week in office) Mattamy Asset Management IT Enterprise Services Full-Time Service Desk Manager   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. Reporting to the IT Manager, Service Desk. The Service Desk Analyst is the primary point of contact for end-users with IT-related queries. The Service Desk Analyst is familiar with queue management techniques to ensure prompt and efficient service and can manage access control to remote systems. This role liaises with the appropriate support teams and third parties for escalation. 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 Monitor and report on service levels to ensure alignment with targets 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   College diploma or university degree in business or information systems Must be willing and available to work shifts work supporting business hours Experience providing direct technical support to end users via telephone or e-mail to troubleshoot problems in an efficient and effective manner Experience in access control activities such as active directory accounts, local user privileges, etc. an asset Effective negotiation skills, able to use tact and diplomacy when dealing with various users and customers Experience using Microsoft Office.   Bonus points 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. You are also eligible to participate in Mattamy’s annual bonus program which gives you the opportunity to increase your total compensation if business and individual goals are achieved.   If you’re the right candidate, we’ll help you learn and grow.   Mattamy Asset Management (MAM) is the parent company of Mattamy Homes Canada and Mattamy Homes U.
Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities. Mattamy Asset Management is committed to providing accommodation for people with disabilities. Mattamy companies may use artificial intelligence (AI) tools to support our hiring process, including to help screen or assess candidates along the way.