Sr. Service Desk Analyst

Toppan Merrill; Toronto; On-site; CAD 69,000 - 117,000; Full time

Job summary

A leading global technology company in Toronto is seeking a Senior Service Desk Analyst to provide exceptional support to clients and personnel. This role involves troubleshooting issues and maintaining incident records in a fast-paced environment. The ideal candidate will have 4-6 years of support experience, strong communication skills, and a customer-centric attitude. Competitive salary and comprehensive benefits are offered.

Benefits

Medical, Dental, Vision and Life insurance

Employer Contribution to Retirement Savings Plan

Paid time off

Paid parental leave

Wellness Resources

Qualifications

• 4-6 years' experience in a support role.
• Experience managing work distribution.
• Leadership aptitude.

Responsibilities

• Provide customer service for external clients.
• Respond to incidents and service requests.
• Log and track incidents using the incident management database.

Skills

Problem-solving

Customer service

Communication

Troubleshooting

Analytical skills

Tools

MS Teams

Word

Excel

PowerPoint

Job description

Overview

Join to apply for the Sr. Service Desk Analyst role at Toppan Merrill.

Toppan Merrill is a global technology leader committed to simplifying the complexity of regulatory disclosure and communications. We offer an end-to-end SaaS platform for complex compliant content creation and multi-stakeholder collaboration, backed by unmatched market expertise and customer service. Toppan Merrill serves the financial, legal, health and capital markets sectors.

The Senior Service Desk Analyst responds to support requests via ticketing systems, MS Teams, and email regarding computer hardware, software and connectivity. This position uses advanced troubleshooting to resolve issues and directs advanced requests to the appropriate support area. A successful candidate will have excellent problem-solving and communication skills and a strong customer-centric attitude. The environment is fast-paced with frequent change.

Responsibilities

• Provide customer service for external clients experiencing issues accessing Toppan Merrill systems.
• Provide first point of contact for personnel with questions or problems using Toppan Merrill systems, computer equipment, and networks.
• Respond to, evaluate, and prioritize incidents and service requests received via telephone, self-service and e-mail for users’ computer performance or issues with Toppan Merrill systems.
• Perform diagnostics with the user to collect information about the issue to determine the source of error and either resolve the issue with the user or assign the incident to the appropriate IT team for resolution.
• Log and track incidents using the incident management database and maintain history records and related problem documentation.
• Record resolution information in the help desk knowledge management database.
• Analyze and correct issues using documented procedures, available tools, and personal knowledge and skills.
• Ensure timely resolution / referral of user issues by documenting the impact to the user and assigning an appropriate priority and resolution goal.
• Provide password administration on several systems for users.
• Resolve remote access issues, printing issues, and network connectivity issues.

Minimum Experience

• 4-6 years' experience in a support role
• Experience managing work distribution in a support environment
• Leadership aptitude

Additional Requirements

• Excellent problem-solving, communication (verbal and written) and a strong customer-centric attitude
• Proficient with software support
• Experience training others
• Ability to communicate effectively both written and oral with all levels of management and peers
• Ability to adapt and respond quickly to situations
• Strong problem solving and troubleshooting skills
• Strong analytical and organizational skills
• Ability to be flexible and adapt to change
• Must be able to work a flexible schedule (some nights and weekends)
• Proficient in creating documentation in Word, Excel, PowerPoint, etc
• Think creatively to solve problems or suggest improvements while upholding policy and procedure

We understand that your skills deserve recognition. That's why we offer a competitive pay scale ranging from $69,000-117,000k annually, based on experience and expertise. Please note that actual salaries may vary within, above, or below this range based on factors such as education, training, experience, professional achievement, business needs, and location.

Benefits

• Enhanced Medical, Dental, Vision and Life insurance for employees and dependents
• Employer Contribution to Retirement Savings Plan
• Paid time off including vacation, sick, community involvement, bereavement, jury duty, and holidays
• Paid parental leave
• Paid community involvement / volunteer days
• Wellness Resources and Employee Assistance Programming

Toppan Merrill is an equal opportunity / affirmative action employer. Qualified individuals, including qualified women, minorities, individuals with disabilities and veterans, are encouraged to apply.

Senioriry level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

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