Service Desk Analyst

Mattamy Homes; Calgary; On-site; CAD 52,000 - 64,000; Full time

Job summary

Mattamy Asset Management (MAM) is seeking a Service Desk Analyst to support end-user IT needs for a diverse, multi-site environment. You’ll handle incidents, provide timely troubleshooting, and contribute to knowledge bases, ensuring high service levels.

Reporting to the IT Manager, Service Desk, you’ll work in a collaborative team, handle shifts, and travel occasionally for team meetings. Join a company focused on sustainable practices and career growth.

Qualifications

• College diploma or university degree in business or information systems.
• 1–2 years’ related experience.
• Willing and able to work shifts supporting business hours.
• Travel to Ontario for Team Meetings two times per year.
• Experience providing direct technical support to end users via telephone or e-mail.
• Experience logging incoming calls in an Incident Management tool and resolving/escalating calls.
• Experience prioritizing and allocating incidents and queue management.
• Experience in access control activities such as Active Directory accounts, local user privileges, etc.
• Strong communication skills – both written and verbal.
• Effective negotiation skills, able to use tact and diplomacy with users/customers.
• Able to multi-task and prioritize in a fast-paced environment.
• Experience using Microsoft Office.

Responsibilities

• Provide exemplary end-user support and service in all situations.
• Provide prompt response to user requests for information and assist in system problem resolution.
• Provide direct technical support to end-users to troubleshoot problems efficiently.
• 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/escalate as required.
• Develop and maintain a support knowledge base of troubleshooting approaches.
• Ensure knowledge entries are up-to-date and consistent.
• Perform access control activities such as managing Active Directory accounts and privileges.
• Prioritize and allocate incidents and provide on-call support as required.
• Be informed on the IT operating environment related to IT service delivery.
• Collaborate with other IT Service Delivery leads for incident and problem management.
• Coordinate with IT Service Delivery leads to resolve after-hours incidents.

Skills

Communication skills

Negotiation skills

Multitasking

Microsoft Office

End-user support

Incident management

Active Directory

Education

College diploma or university degree in business or information systems

Tools

Incident Management tool

Active Directory

Job description

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 remain at the heart of every hiring decision.

Qualified applicants for this existing vacancy will be contacted directly by the Talent Acquisition team.