Hybrid IT Service Desk Analyst - End-User Support

mattamyhomes; Toronto; Hybrid; CAD 50,000 - 74,000; Full time

Benefits offered by this job

Annual bonus program

Job summary

Mattamy Asset Management (MAM) is seeking a Service Desk Analyst to join IT Enterprise Services in Etobicoke, Ontario. You will be the primary point of contact for end-users, handling incidents, providing troubleshooting, and guiding users through solutions in a hybrid work setting.

Reporting to the Service Desk Manager, you will manage incident queues, update the knowledge base, and collaborate with other IT teams to ensure timely resolution and adherence to service levels.

Qualifications

• 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 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 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.

Responsibilities

• 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 elevate 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 incident management, problem management and root cause analysis.
• Coordinate with relevant IT Service Delivery leads to resolve after-hours incidents

Skills

IT support experience

Communication skills

Negotiation skills

Multi-tasking

Shift work

Education

College diploma or university degree in business or information systems

Tools

Incident Management Tool

Active Directory

Job description

Mattamy Asset Management (MAM) is seeking a Service Desk Analyst to join IT Enterprise Services in Etobicoke, Ontario. You will be the primary point of contact for end-users, handling incidents, providing troubleshooting, and guiding users through solutions in a hybrid work setting.

Reporting to the Service Desk Manager, you will manage incident queues, update the knowledge base, and collaborate with other IT teams to ensure timely resolution and adherence to service levels.