Service Desk Analyst at Alliedreit

Allied is looking for a Service Desk Analyst to join our Technology team in Toronto.At Allied, everything starts with purpose. In the role of Service Desk Analyst, you ensure our team members have access to the information technology they need. In turn, you elevate every Allied team member to connect and complete their tasks with efficiency.Who are you?We are building upon our achievements at Allied, and the future is exciting. How can we be so sure? We have people like you: engaged professionals who consistently deliver their best. Throughout your professional career, you have stood out for your pursuit of excellence. You are self-motivated, take ownership, and lead by example. In doing so, you elevate your team and collaborate towards your collective goals.Above all, you are excited by Allied’s mission and the contribution we make to enhance urban environments.

What will you do?

Service Desk Support: Receives, investigates, responds to and resolves Level 1 (i.e. simple to moderately complex) technical and software questions and problems/issues 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). Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalates complex problems/issues to L2 Technical Analyst, third-party infrastructure support or vendor support as appropriate, to facilitate a timely solution to the identified problems/ issues. 

Service Desk Data Analysis and Systematic Planning: Logs all issues reported and resolved, in a central database, in order to identify trends or commonalities, through analysis, of issues in order to locate and address underlying issues and trends. Record, track and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Initiative to identify and alert management of emerging trends in incidents.

End User Training: Sets up and trains end users on their information technology resources and access rights in order to facilitate the appropriate utilization of information technology systems and applications. Collaborate and develop user guides and FAQ lists for end users. Contribute to technician knowledge-base as needed.

Software and Network Upgrades: Assists in software and network upgrades, as required, designed to enhance system functionality and software efficiency, consistency and security. 

Website Support: Receives and posts updates to content on the company internet/intranet site in order to maintain accurate and up to date information.

What are we looking for?

College diploma or undergraduate degree in relevant field (e.g. Computer Sciences) or equivalent.

At least 2 years of relevant experience performing a Service Desk role within a call centre or office environment.

General computer hardware technical skills including memory and storage drive upgrades.

Basic understanding of networking fundamental and TCP/IP protocols.

Experience in managing, troubleshooting and issue resolution of a Microsoft environment including: Windows 10; Office Suite; Microsoft Active Directory (Azure Active Directory); Microsoft 365.

Ability to conduct research into a wide range of computing issues as required.

Ability to present ideas in user-friendly language.

Excellent interpersonal and relationship skills.

Exceptional written and oral communication skills.

Strong documentation skills.

Proven analytical and problem-solving abilities.

Experience working in a team-oriented, collaborative environment.

French is an asset.

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