Service Desk Analyst

ABOUT THIS CAREER OPPORTUNITY

Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is in Brossard, QC or Markham, ON and typically reports directly to the Service Desk Team Lead.

The Bilingual Service Desk Analyst provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, network, and related computer systems and peripheral devices. Using effective communication, technical and analytical skills, support is provided by phone, email, and/or using a ticket management system.

DUTIES & RESPONSIBILITIES

• Communicate comfortably to employees at all business levels
• Handle telephone calls, e-mails, and other requests for support in a skilled and professional manner
• Administer and maintain user accounts, permissions, and access rights (Microsoft Intune, AD etc.)
• Set up all equipment, including hardware and software upgrades and provide ongoing support.
• Track, monitor and accurately document requests to timely resolution and follow up as needed.
• Utilize resources such as knowledge bases, help desk tools, and websites to provide solutions to end users.
• Identify and escalate priority incidents to next-level support and/or 3^rd party vendors.
• Functional knowledge of current technologies, protocols, and standards
• Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company’s operations

COMPETENCY REQUIREMENTS

• Communicates Effectively
• Continuous Learning
• Customer Focus
• Holds Self and Others Accountable
• Problem Solving and Innovation
• Teamwork and Collaboration
• Values and Respects Others

EDUCATION REQUIREMENTS

• Post-secondary education in a related field

WORK EXPERIENCE REQUIREMENTS

• 1-3 years of experience in a similar role
• Experience with IT ticketing systems

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

• Ability to speak, read and write in English and business French is an asset.
• Proficient in Windows Operating Systems and Microsoft Office applications.
• ITIL, A+, and Net+ or similar certifications would be an asset.

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.