IT Service Desk Analyst - PA2025Q3JB132

SS&C Technologies Holdings; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A technology services firm is seeking an IT Service Desk Analyst in Toronto. The role involves acting as the first point of contact for service requests, providing Level 1 support, and managing user access requests. Ideal candidates will have experience in Active Directory and client support, with a proficiency in troubleshooting. The position offers a hybrid work model, emphasizing collaboration and flexibility.

Qualifications

• Experience with user access administration in Active Directory environments.
• Experience with ticket tracking systems; ServiceNow is an asset.
• Detail-oriented with good research skills.

Responsibilities

• Serve as first point of contact for incidents and service requests.
• Provide Service Desk Level 1 support.
• Conduct initial triage and escalate issues as needed.
• Coordinate communication for high priority issues.
• Monitor Service Desk ticket queues and route incidents.

Skills

User access administration

ServiceNow

MS Office Products

Research and information gathering

Client support

Troubleshooting client software

Job description

Overview

IT Service Desk Analyst

Location(s) : Toronto Canada - 30 Adelaide Street East

Why You Will Love It Here

SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, integrity, and innovation to name a few. We are a fast-paced environment, who promote flexibility, authenticity and offer a hybrid working model to ensure employees can manage their day and meet both work and personal commitments.

What You Will Get To Do :

• SS&C is looking for an IT Service Desk Analyst to serve as first point of contact for incidents, service requests and user access requests for external Clients, TA Operations Team and Internal users.
• Provide Service Desk Level 1 support within scope of Service Desk responsibilities.
• The incumbent serves as the face of SS&C IT providing a high standard of customer service to the external client / end user community to help ensure communication, professionalism and timeliness of information create a positive client experience.
• Conduct the initial triage, verify client / business priority and escalate to the applicable team when appropriate following our Incident Management Process.
• Ability to multi task and prioritize requests based on urgency and scope of the issue.
• Route tickets to the appropriate IT teams and coordinate internal communications for high priority issues (ie Service Alerts).
• Communicate updates between users / business teams and IT teams to assist with a timely and effective resolution.
• Effectively monitor Service Desk ticket queues and action / route incidents, service requests and user access requests as needed.
• The successful applicant will be required to work within a global team structure and to deliver a high valued service and service improvements that will benefit the global business community.
• They will play an active role in all the internal and external Audit related to Service Desk and User Access.

Qualifications

• Working knowledge / understanding and experience of user access administration in Active Directory environments
• Working knowledge / understanding and experience of ticket tracking system(s); ServiceNow is an asset.
• Working knowledge of MS Office Products – MS Word, Excel, Powerpoint
• Detail-oriented, with the ability to probe and ask questions to clarify understanding, seeking clarity when necessary.
• Good research and information gathering skills
• Previous experience providing client support in the financial services industry and / or a service-oriented environment preferred
• Technically proficient in troubleshooting client software and other related product