Analyst, Service Desk

Mississauga, ON

The Analyst, Service Desk is accountable to the Manager, Service Desk for responding to, resolving and tracking end user questions and technical issues in accordance with the Service Level Agreement (SLA) of IT Service Desk.

DUTIES AND RESPONSIBILITIES

  1. Service Desk Support
    Receives, investigates, responds to and resolves Level 1 technical and software questions and problems/issues (for all supported platforms, including Office 365, Microsoft Intune, Microsoft TEAMS, Yardi, Propidex, Argus, etc.) reported by staff (end users) in order to resolve the issue in a timely manner within the predetermined company metrics (e.g. response time, etc.). Escalates complex problems/issues to Manager, Service Desk or others, as appropriate, in order to facilitate a timely solution to the identified problems/ issues.
  2. Service Desk Data Analysis and Systematic Planning
    Logs all issues reported and resolved, in Service-Now ITSM platform, in order to identify trends or commonalities, through analysis, of issues in order to locate and address underlying issues and trends.
  3. End User Training
    Sets up and trains end users on information technology resources and access rights in order to facilitate the appropriate utilization of information technology systems and applications.
  4. Software and Network Upgrades
    Assists in software and network upgrades, as required, designed to enhance system functionality and software efficiency, consistency and security.
  5. Office 365 Support
    Resolve and or escalate issues related to OneDrive, TEAMS, updates to content on the company intranet site in order to maintain accurate and up to date information for use by employees.

 

Skills, Knowledge, Experience and Education

  • College diploma in relevant field (e.g. Computer Sciences) or equivalent
  • A+ Certification
  • Office 365 Certifications, particularly Managing MS TEAMS, office 365 fundamentals, Managing Modern Desktops
  • 3 years of relevant experience performing a Service Desk role within a 24/7 call centre
  • General computer hardware technical skills and a good understanding of networking and TCP/IP protocols, MS-Windows 10 and MS-Office 365 (Excel, Word, PowerPoint)
  • 2 years of experience in supporting mobile devices including iOS and Androids
  • 2 years of experience in Windows endpoints imaging and trouble shooting
  • Occasional travelling is required

                    

Core Competencies

  • Excellent interpersonal, communication and relationship skills
  • Customer Service focused
  • Enthusiastic about learning emerging technologies
  • Strong documentation skills
  • Sound problem solving skills
  • Positive attitude with commitment to service delivery success
  • Demonstrated team player

 

Additional Requirements

  • Experience in troubleshooting and issues resolution of a Microsoft desktop environment is an asset.
  • Demonstrated success in the delivery of high-quality service to 800-1000 end users is an asset.

 

AGENCY NOTICE: Please note that Morguard does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, Morguard will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and advanced solicited services from a Morguard employee, Morguard explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

We are committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment process, please notify Human Resources at careers@morguard.com or (905) 281-3800.

 

Morguard

Morguard

At Morguard, our employees are the company’s greatest investment. We make people our priority and strive to create a culture of respect, inclusion, health and safety, and equal opportunity to support employees to meet their goals. Our team is made up of re​al estate and investment professionals with deep knowledge of the industry, who are passionate about what they do and who want to be the best in the business. Morguard and its employees take great pride in being recognized for three consecutive years as one of Canada’s Safest Employers in the Retail and Services Category. When you join Morguard, you join a strong and committed team. To become a valued employee at Morguard, please review our Current Opportunities. 

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