IT Service Desk Analyst

Job Type: Full-Time

The Gateway to Your Future

Be part of our growing IT Team! The IT Service Desk Analyst!

The Service Desk Analyst is responsible for proper prioritization, logging and initial troubleshooting of all incoming requests for support from internal and external users via phone and email in a pleasant and professional manner. This position will perform initial troubleshooting of all Gateway applications and websites, desktop and mobile-related operating systems, other 3rd party software, and peripheral devices such as printers, scanners, etc. In addition, the Service Desk Analyst will be a point of escalation and provide support for issue resolution in the event of major incident management. The Service Desk Analyst will adhere to the company computer usage policy, systems development standards and other Gateway and departmental policies and processes.

We Provide

• Full benefits package for full-time employees
• Retirement savings plan
• Exciting, supportive and fun work environment
• Family and friends discounts on travel, tech, food, beverage, and fitness
• Development and training opportunities

Key Responsibilities

• Support & administration of desktop/laptop applications, systems for end users and peripherals for the corporate and gaming environments
• Collaborate with other team members and functional stakeholders
• Installs, supports, monitors and troubleshoots hardware and software equipment and issues
• Support virtualization of applications
• Support project implementation
• Guide, coach or support local, on-site and remote users
• Assist users in the resolution of problems related to systems operations.
• Resolve ticket escalations of user computer issues
• Cordially and professionally interact with customers, vendors, superiors, peers, and others.

What You Bring

• 3-5 years experience or equivalent combination of related education and experience in a Service Desk Analyst or similar role
• Post-secondary Diploma/Degree in Computer Systems
• Excellent interpersonal and communication skills, both written and verbal, in user-friendly language
• Working knowledge of LAN/WAN Networking, user/group setup, LAN security setup
• Working knowledge of TCP/IP Internetworking, routing and switching management
• Working knowledge of PC and server hardware installations and repairs
• Working knowledge of Windows 7/10, Microsoft Office 2003/2007/2010/2016
• Experience with MS Active Directory, MS Exchange 2003/2007/2010/2013/2016 an asset
• Knowledge of automated deployment
• Experience of monitoring tools and/or transaction monitoring
• Excellent communication, organizational and multi-tasking skills.
• Ability to use and understand Microsoft Office Applications (Project, Excel, Word, Visio, etc.), email, Internet navigation and presentation software (PowerPoint or other software).
• Understanding of casino products (slots & table games), systems and/or similar environments

Why Work With Us?

Gateway celebrates and empowers our team members, who make it all possible. A career at Gateway means working with great people, being recognized for your unique contribution and career advancement opportunities across our 29 locations. Our employees thrive with ongoing training and leadership programs while working in a dynamic and fun environment. See for yourself what it's like to be on a team that values your vision, skill and energy.

Get to Know Gateway

Gateway Casinos & Entertainment Limited (Gateway) is one of the largest and most diversified gaming and entertainment companies in Canada. Across its 29 gaming properties in British Columbia, Ontario and Edmonton, Alberta, Gateway currently employs approximately 8,648 people and boasts approximately 448 table games (including 49 poker tables), 13,887 slots, 85 restaurants and bars and 561 hotel rooms. Gateway is the service provider for the Central, Southwest and North gaming Bundles in Ontario, which includes 11 properties in their portfolio. A multi-pronged growth strategy has seen Gateway diversify and expand its product offering, including developing proprietary casino and restaurant brands, dramatically improving the gaming customer experience while attracting new customers. Some of Gateway's proprietary brands include Match Eatery & Public House, Atlas Steak + Fish and the new Halley's Club. In 2017, Gateway celebrated 25 years in the business of gaming and entertainment in Canada. Further information is available at www.gatewaycasinos.com.

Apply Now!

Not the right fit this time? Follow us on our careers social media pages!

Gateway is a proud equal opportunity employer and dedicates itself to Respect, Integrity, Team-Work and Exceptional Customer Service. We are committed to providing an inclusive and barrier-free candidate experience and work environment. If you require accommodation at any point during the recruitment and selection process, please let us know.