Service Desk Analyst

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

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.

Role: Service Desk Analyst

Location: Etobicoke, Ontario – Hybrid (4 days/week in office)

Company: Mattamy Asset Management

Department: IT Enterprise Services

Employment Type: Full-Time

Reports to: Service Desk Manager

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.

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.

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 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 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 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

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.

Compensation

The expected base salary range for this position is $50,000 - $73,500. Actual pay may vary depending on your job-related knowledge, competencies, and skills. We recognize that exceptional situations may fall outside this range.

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.

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.