Service Desk Analyst

The position will be responsible for receiving end user IT support requests via phone, email, web and other means, along with responding and providing solutions to address the end user requirement. Follow through and tracking of escalated issues is a key responsibility to ensure IT service level objectives are achieved.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Home Location: Provincial Office - Toronto
Secondary/Other Location: Not applicable

Reports to: Manager, IT Service Desk

• Accepts all incidents and requests from end users
• Perform user account management and provide solutions over the phone and email
• Support incident requests for all workstation environments, such as MS Office, File system, Active Directory, Exchange, SharePoint and Citrix
• Support all network printers, troubleshoot installation and configuration issues, configure new network printers, place service calls where applicable
• Support all Hardware, Software, networking, and phone incident requests
• Troubleshoot and diagnose computer issues, install new images, place service calls with Vendor/Service Provider where applicable
• Escalate unresolved issues to IT Operations and Application teams, along with other LAO support teams
• Update all call tickets, close call tickets and follow up with end users
• Support wired and wireless local area network and Internet in the LAO remote offices;
• Assist with IT projects in the remote offices and courthouses with the coordination between LAO and buildings managers/contractors;
• Assist with LAO remote office moves.
•Flexibility Required: Successful candidates may be required to work shifts outside of the normal working hours on an occasional basis to meet the dynamic needs of our service desk operations

• Successful completion of a computer science degree, diploma or relative work experience.
• Dedication to excellence in end user service with demonstrated ability to listen to end user needs at any level and translate those needs into solutions.
• 5+ years IT helpdesk experience
• Excellent communication skills (written and verbal)
• Strong knowledge of end user devices: Windows 7, Windows 10, iPad, iPhone, Android phones and tablets
• Extensive experience with using and troubleshooting Outlook 2007/2010/2013 within a network environment (permissions, calendar sharing, delegation)
• Extensive experience with Microsoft Office 2007/2010/2013, Microsoft Active Directory, User account management, File and printer management
• Experience with SharePoint 2007/2013/2016 and Citrix
• Experience with ServiceNow, Microsoft Office 365, Exchange Online and Teams is an asset
• Basic knowledge of network and VoIP system
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are desirable.