Analyst, Help Desk Support - end user support - 67244, 67243, 67242
Position Title: Analyst, Help Desk Support
Line of Business: Technology Support Centre
Remote/Hybrid: Hybrid. Mostly remote after first week of onsite training. If resource wants to go in office they can but there is no expectation. CWs will not be granted access to building and need to let management know if they are going in so a team leader can let them in the building.
Resources need to be in the GTA.
Office Location: 483 Bay St, 7th Floor
Work Schedule (hours per week, start time): when they first start they will be given a core hour shift.
Start time between anywhere from 7-12 PM, end is 3 to 8 pm. There may be a shift bid in January to bid on the available shifts which show potential for weekend and overnight shifts. Must have this flexibility. Potential for weekends or late evening 3:30 - 11:30 PM.
The Analyst, Technology Support is responsible for providing first level support for technology products and applications to take corrective action or escalate issues, monitor key technology components, and complete and verify low complexity changes in compliance with established controls, standards, policies, and procedures. The role works in multiple technical areas to perform a broad variety of assignments, employing a diverse skillset to provide first level technology product and application support that meet client needs. The Analyst, Technology Support works cooperatively with others to achieve synergies and accomplish common goals, documenting technology infrastructure a service delivery requests and taking correction actions that meet defined service level objectives. The role is often required to interpret policies, standards, and requirements to meet work objectives, such as monitoring and escalating application infrastructure-generated alerts and maintaining appropriate system and application access rights.
Must have skills:
• 2+ years' experience within Help desk role in support of a hardware or software.
• High level knowledge of how VPN works
• Service Now experience ideally or any other ticketing tool experience
Nice to have skills:
• Education is preferable in computer science but experience is more valued
• Ticket documentation skills
• Quick typing skills